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:03/04/2025

  Type:Billing 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 December 20, 2024 I bought a 2025 Hyundai Kona from ***** ********* an individual I have bought two cars from and my x wife has bought 1 car from. I've bought 3 cars from the dealer total. I noticed when he gave me the keys (2 key fobs) there was one item on a plastic wire I was unfamiliar with. Later I found out it was a mechanical key. Hyundai used to have the keys made in the key fobs. The plastic wire ring had been cut. I went to *** ********* he said don't worry, "I'll take care of it ". I went in there 4 more times with *** *********. Again the same story. "I'll take care of it. I asked another Hyundai dealer and they said I should have got 2 mechanical keys. If I didn't, the Hyundai dealer should give me one free of charge. I gave up and decided to order one and take the hit. Both items supposedly came in on 2-7-2025. I paid the $106.64 for both. When I got home I just had the key. I called the parts person and told him I just got the key and no case. He said I'm not sure if you took both. He said I'll have to ask the cashier. She then proceeded to call me a liar and said I took both. There was some kind of confusion with the receipts and I think it fell on the floor. I called *** ********* and said the cashier called me a liar. He said I'll take care of it. *** ********* then said I got 2 key cases right here for you. Where did they come from? On 2-24 2025 I told *** ********* to mail me the key case and a refund for the $106.64. On 3-3-2025 I received 2 letters from Hyundai Of Louisville. One was a tax overpayment check for $52.04? The other was a letter with tape all the way around the outside. On the inside was a folded piece of paper stapled all the way around. On the inside nothing, no case and no key. That's pretty funny. This has cost them potential car sales with my x wife and her sister and more. Maybe they will think that's funny too. Again, I want the key case they lost, and reimbursement for the key $106.64 I should have never had to buy.

  

  Business Response

  Date: 03/12/2025

  We regret the circumstances surrounding *** ****** visit. At this time we believe he has received all items he was entitled to, and a check in the amount requested was mailed this week. We hope this resolution is satisfactory. 

  Customer Answer

  Date: 03/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: #1 I have not received the key case that disappeared. #2 I have not received the $106.83 for the key and case I bought that I shouldn't have. Hyundai Of Louisville should have supplied them. Hyundai of Louisville just keeps playing games. This is the second time playing the game, the case and check is in the mail, yeah right. For some reason, ***** ********* thinks it funny jerking me around. Whatever. I've cost them three care sales and I'm just getting started. Maybe they will find humor in that. BBB PLEASE, put a negative review on this place on your site to warn consumers to stay clear of this place.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/21/2025

  It appears as if the check has been lost. We canceled it and have ordered another one from our Business Office to be cut and sent. Attached is a copy of tracking information for the key caps. We certainly understand the frustration, but we are not trying to be deceptive. We are trying to do what is right, and there have been multiple miscommunications on this issue.

  Customer Answer

  Date: 03/24/2025

  
  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,
  
  ******* *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/27/2025

  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.

  In July of 2024 I purchased a brand new vehicle from Hyundai of Louisville. I have since then made my payments on time and in full to ally bank but the payments have just become too much and not worth it. The vehicle loan is $40k remaining and I can get between $28k -$30k if selling, or trading the vehicle in. I expressed my concerns about negative equity and the monthly payment I would be comfortable with to the sales manager Justin. I was concerned I wouldn’t be able to find a vehicle that would work for me. But I did! And I was thrilled. I found a 2012 jeep wrangler and used with low mileage. Extremely rare. I reached out to the dealer on 2/26 at 12pm and informed them of my interest. I worked with multiple sales agents who didnt mention an issue with the availability. The next day the business ran my credit and called me only to inform me that the jeep was sold previously to the manager’s “friend” but the paperwork hadn’t been filed…. Sketchy! I reached out to Hyundai of Louisville and car gurus again and both businesses confirmed the vehicle is available. The manager is simply refusing to sell the used cheaper vehicle to try and get me to buy a new vehicle because as he stated he needs to sell 5 more new cars for this month. This is misrepresenting information to the consumer and FRAUD! I wouldn’t have let them run my credit if I knew the jeep wasn’t available and he was only going to push a new car on me that was outside of my comfortable monthly payment and over all sale price.

  

  Business Response

  Date: 03/03/2025

  We are in receipt of the complaint by *** ******* **************. *** ************** did initially contact about a used 2012 Jeep Wrangler. He made it very clear he could no longer afford the vehicle he was driving, a 2024 Hyundai Sonata, and would be voluntarily repossessing it if a suitable replacement was not found.  *** ************** submitted a credit application as well giving us permission to run his credit. 

  The used Wrangler was sold, but remained on listing sites and our website for some time after.  Due to the quick nature of the sale, *** **************'s salesperson was unaware. Vehicles are not removed from inventory until all paperwork is processed in the event a deal falls through.  This is common practice in the automotive industry. *** ************** was informed early the next day that the Wrangler was unavailable, but that we would try to get him out of his current vehicle instead of having him voluntarily repossess it.

  *** ************** would have needed to trade in his Sonata which he had approximately $10,000 of negative equity in. He was explained to in great detail the risks to his credit of voluntarily repossessing the Sonata, the challenges of rolling that much negative equity into a loan, and the fact that he would need to purchase a new vehicle rather than used in order to get bank approval of the loan. This is why new car options were presented to him.  A bank would not approve that much negative equity rolled into a loan on a vehicle that is nearly 15 years old.

  While we understand he is upset the Wrangler was sold, he could not have purchased it anyway given the negative equity situation.  We did our best to assist him by finding affordable replacement options that would actually be bank approved. We understand this is frustrating to *** ************** but we were only trying to help. 

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: the credit application should not have been taken if the jeep was unavailable. 
  This is bad business. The company should reach have to do the legwork to have this inquiry removed from my credit. I shouldn’t be bother by this issue any longer. 
  Sincerely,
  
  ******* **************

  

  Business Response

  Date: 03/06/2025

  Mr. Phillips-Payne was advised prior to submitting his credit application that in order to finance his negative equity, he would need to purchase a new vehicle. He also submitted several leads on various new vehicles prior to the Wrangler, indicating he was interesting in possibly getting into a newer vehicle with a lower payment.  He submitted his credit application after multiple discussions (text/phone call), giving us the authority to run his credit, which we did.

  We understand he was upset the used 2012 Wrangler sold, but he gave us permission to run his credit and that is what was done.  All of our efforts were in order to assist *** ************** with getting a lower payment vehicle so that we would not have to voluntarily repossess the one he had. We were attempting to salvage his credit before he would do something that would damage it completely.  

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: you are going off many assumptions and creating an entirely different narrative. Just apologize and admit that your business shouldn’t have handled the situation in this manner. It had nothing to do with salvaging my credit and everything to do with you selling another vehicle. Nothing else can really be done at this point, but I don’t want another response explaining what happened in your mind. I applied for a specific vehicle, that vehicle was already sold. This should have been disclosed to me and I would not have submitted a credit application at that time. Please do not tell me again you were to help me. You’re trying to cover your self. Just apologize or don’t respond. I won’t be doing business with you or Hyundai of Louisville in the future regardless. 
  
  Sincerely,
  
  ******* **************

• Initial Complaint

  Date:02/11/2025

  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.

  I went to get an engine replaced on warranty through their service department. There were no check engine codes on my vehicle prior to the work. I return to dealer after they complete the engine replacement to pick up vehicle and then was told that I had to pay a diagnostic fee for the codes on the car. Then told I now need an ecm piece on car when it was not bad before they changed the engine. I believe they “Hyundai of Louisville” damaged my ecm and is now trying to make me pay $2441 to make my vehicle run like normal. I did get stuck on middle of watterson expressway after they replaced my engine.

  

  Business Response

  Date: 02/14/2025

  We are in receipt of the complaint by *** ******** 

  When the vehicle arrived, it was not operational. We sought and received authorization from Hyundai to replace the engine. Following the engine replacement and during a final test drive to verify the repair, the "check engine light" illuminated due to an intake issue.

  Our technician recommended further diagnostics, which she customer approved. The diagnostics revealed that the ECM was causing the intake not to open correctly, leading to drivability problems. We provided a quote for the ECM replacement, which she declined. We explained that the vehicle would not run properly without the repair due to an incorrect air-fuel ratio, potentially causing further drivability issues. She paid for the diagnostic and left.

  The following day, *** ******** mother contacted us upset that her daughter was stranded. I explained the situation to her, and while not happy, she understood the explanation.
  *** ****** returned today with a quote from another Hyundai dealer for the ECM replacement, requesting that we match it. We agreed to do so upon receipt of the written quote.

  We are awaiting the her return with the written estimate and are prepared to match the price for the ECM replacement.

  We understand the *** ******s is upset that additional issues resulted from her engine replacement. We look forward to completely the repair and getting her back in good working order.

   

• Initial Complaint

  Date:01/13/2025

  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 purchased a 2016 Hyundai Sonata w 2.4L GDI engine. There has been a class action lawsuit regarding these engines and consuming oil. The car was at Hyundai back in July of 2023 for an oil consumption test to potentially get approved for a new engine. At that time, it had 90,000 miles and was burning more than a quart oil in 4 days or less. The prior auth was denied due to timing and milage is what I was told. Now, the oil consumption is way worse than that and the car MUST have a new engine. I still owe more than the car is worth. There is a statement on Hyundai's website stating that the warranty on the engine coverage has been extended to lifetime as of April 2022. My specific car is listed on that statement. Im just not sure why it was denied to begin with. Its reached the time of a new engine being necessary and Im not sure what to do.

  

  Business Response

  Date: 01/17/2025

  We are in receipt of the complaint by ******** ***** regarding her 2016 Hyundai Sonata engine repair.  This vehicle has been to Hyundai of Louisville one time in July of 2023.  We have no prior history with this vehicle, other than we were able to tell from Hyundai USA's "Techline" that it had already been denied a pre-authorized engine replacement.  We quoted *** ***** an engine replacement on that visit due to this preceding denial, and we have not seen the vehicle since.

  As a Hyundai dealer, we are required to follow very specific procedures dictated by Hyundai USA related to repairs and replacements of components outlined in their 10-year, 100,000-mile powertrain warranty.  We do this by working with their “Techline” during the diagnosis process.  They direct our technicians exactly what to do, and the steps that must be taken in pursuit of filing any warranty claim.  If we do not strictly adhere to their instructions, the claim will not be approved.  As a dealership, there is no reason we would not want to perform this repair.  We would be compensated by Hyundai USA for the associated parts and labor costs, and of course keep our customers happy.
  
  While we understand the frustration that comes with having a vehicle in for multiple repairs, we cannot simply agree to replace an engine under the Hyundai USA manufacturer warranty.  We must follow the proper protocol, otherwise the customer will be responsible for paying out-of-pocket.  We encourage *** ***** to contact Hyundai USA Customer Service at ************** and let them know they are dissatisfied with this process.  At this time there is nothing else we can do other than replace the engine with *** ***** fully responsible for the payment.
  
  If there are any further questions, please contact me at ***** *********
  
  Respectfully,
  
  
  **** ****
  General Manager
  Hyundai of Louisville

• Initial Complaint

  Date:09/23/2024

  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 have a 2019 Hyundai Tuscon with 62,000 miles. I received a recall notice for this car. I have had it to the dealer 4 times and they keep doing the same thing over and over (4 oil consumptions & 2 engine cleans). They have told me that Hyundai says it is acceptable for the car to be 1/2 quart low after I have driven 1000 miles. I have never had a car that burned oil like that (especially a car with that low mileage) & this is not acceptable to me. They currently have my car and are doing ANOTHER engine clean and they are telling me that I need to bring it back after I have driven the car 1000 miles (which will be the 5th time!!). I live approximately 1 1/2 hours from the dealership. I don't understand why they won't put in a new motor (which is what the recall recommends). I sincerely believe they are just waiting until my warranty runs out - then it will be my problem to replace the motor. I would appreciate any help you can give me.

  

  Business Response

  Date: 09/27/2024

  **** ****
  Hyundai of Louisville
  **** ***** ******* *********** ** *****
  **** ******** ****** ******** ******* **** *** ** *** ****** *********** ** **********
  
  September 27, 2024
  
  RE: Complaint ID# ******** **** *****
  
  *** *********
  We are in receipt of Mr. **** ******* complaint.  Mr. ***** owns a 2019 Hyundai Tucson that has been into our Service Department multiple times for issues related to the engine.
  
  As a Hyundai dealer, we are required to follow very specific procedures dictated by Hyundai USA related to repairs and replacements of components outlined in their 10-year, 100,000-mile powertrain warranty.  We do this by working with their “Techline” during the diagnosis process.  They direct our technicians exactly what to do, and the steps that must be taken in pursuit of filing any warranty claim.  If we do not strictly adhere to their instructions, the claim will not be approved.  As a dealership, there is no reason we would not want to perform this repair.  We would be compensated by Hyundai USA for the associated parts and labor costs, and of course keep our customers happy.
  
  While we understand the frustration that comes with having a vehicle in for multiple repairs, we cannot simply agree to replace an engine under the Hyundai USA manufacturer warranty.  We must follow the proper protocol, otherwise the customer will be responsible for paying out-of-pocket.  We encourage Mr. ***** to contact Hyundai USA Customer Service at ************** and let them know they are dissatisfied with this process.  At this time there is nothing else we can do other than continue to follow “Techline” protocol.
  
  If there are any further questions, please contact me at (**** ********.
  
  Respectfully,
  
  
  **** ****
  General Manager
  Hyundai of Louisville

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not accept there response I have taken my car 5 times to them I think they are just waiting for my warranty to run out what they have  been doing isn't working just put a motor in my car.
  
  Sincerely,
  **** *****

  

  Business Response

  Date: 10/07/2024

  We understand Ms. *****'s frustration, but once again we are following the process that must be followed by Hyundai in order to honor their warranty.  Attached are the four repair orders we have pertaining to this vehicle, and our efforts to diagnose it. We began in August of 2023 with an oil consumption test (RO 201332). In September that same year, the vehicle returned again for another consumption test (RO 2*****). In November of 2023 a third oil consumption test was performed under the guidance on Hyundai USA (RO ******). On that visit it was determined the vehicle was within the guidelines set by Hyundai USA. This is indicated on the repair order. Most recently in September 2024 the vehicle was brought back with the same oil loss complaints, which were verified. Another oil consumption test was ordered, per Hyundai guidelines (RO 209107).

  There is nothing more that we can do at this time but follow the proper procedures for approved warranty repairs under the Hyundai USA guidelines. We will continue to follow the process set forth by Hyundai. We apologize that this upsets Ms. *****, but in order to cover the cost of the repair, this is what must be done.

  Customer Answer

  Date: 10/08/2024

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

• Initial Complaint

  Date:08/28/2024

  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 August 9th, while driving north on I-65 to Michigan, I stopped in Carmel, IN to charge my 2023 Hyundai Ioniq 5 SE RWD vehicle. After charging, I reached 45mph and immediately experienced violent shaking of the steering wheel and seats. The vehicle was immediately driven to Hyundai of Carmel for inspection. A service technician drove the vehicle and experienced the issue, but could not recommend a solution. The returned vehicle to Louisville, KY (home location) and taken to a **** *********** where a technician drove the vehicle and experienced the same behavior, but could not provide a solution. On Monday, August 12th, the vehicle was taken to Hyundai of Louisville where the technicians performed a "diagnostic" that included driving the vehicle around and placing the vehicle on a lift. There was no attempt to perform a systematic or detailed diagnosis of the issue or vehicle. Using visual inspection, the service department at the Hyundai dealership decided that it was an issue with the suspension and returned the vehicle without further investigation. An invoice detailing the part numbers related to the "repair" was requested, which turned out to be 40% higher than other available sources. Additionally the part number provided was for the wrong side of the vehicle based on the "diagnostic" report. For all this, Hyundai of Louisville charged $185.50 and provided a faulty report and inaccurate service. Ultimately* *** **** accepted the ******** warranty claim and found that three of four tires (******** Primacy ********* ****) that came as part of the original vehicle purchase had the internal isolation foam disconnect from the tire belt and gather in a central location inside the tire. There has been no notice or information from ******** to dealerships or service departments. About this issue.

  

  Business Response

  Date: 08/30/2024

  We are in receipt of the complaint by *** ******** *******.  *** ******* brought his 2023 Hyundai Ioniq 5 with complaints of vibrations when the vehicle was driven at higher speeds.

  We diagnosed the vehicle and found body damage to both sides of the vehicle.  The front driver wheel was heavily cambered in and we found damage to front lower driver control arm.  It was recommended that *** ******* take vehicle to body shop for inspection and repair because we believe he had hit something. 
  

  At this point we are not offering *** ******* a refund of any kind.  We were paid to do a diagnostic check on the vehicle, and that service was performed.  Unfortunately we were unable to perform the repair, as we believed it to be a collision issue.

   

  If there are any further questions please contact me at ************. 

  Thank You,

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

  Service Manager

  Hyundai of Louisville

  Customer Answer

  Date: 09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hyundai of Louisville's insistance that visual inspection of a vehicle on a lift constitutes a valid "diagnosis".  As a Hyundai dealership authorized to service Ioniq vehicles, no measurements or testing was performed to support their assertion that it was a frame of suspension issue. The vehicle does not and has no drifted, which would be characteristic of a misalignment or damaged suspension.  Any impact or collision significant enough to bend or damage the suspension would have left noticeable and appreciable damage to the underside of the vehicle, specifically in and around the wheel well.  Hyundai of Louisville documented no such damage and only highlighted superficial body damage as "the cause". They falsified a diagnosis to justify a charge fee in lie of actual diagnostics and warranty claim service. This is claim is validated by the fact that *** **** was able to identify the problem as dislodged foam within three of the OEM tires that came installed with the vehicle at time of purchase. The dealership service department had all the necessary tools, equipment, personnel, and information required to properly diagnosis the problem. Had Hyundai of Louisville properly and professional undertaken the task to perform proper diagnostics (even if asserting it was a ******** warranty claim in the end), this would have been a none issue. However, Hyundai of Louisville's claim that a chamfer (which 99.9% of vehicles have) and bumper scratches (which 99.9% of vehicles have) are qualifications for a "collision" and suspension diagnosis is just falsification. 

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

• Initial Complaint

  Date:08/09/2024

  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.

  I had a check ready bank loan from *** for 7.8% and up to $14,000 to purchase a 2021 Hyundia Venue, Hyundai of Louisville ignored my loan and used their own loan with *** at 9.0% interest (total loan is $10,629.03, $8,000 cash down) They have stopped communication (***** stopped communication, the female manager is ignoring me, and the other manager sent a letter requesting communication then left his position), and the initial *** loan has now expired (transaction occurred on 6/24). I have been sending continuous calls and text throughout the weeks for over a month with no hint as a resolution. They blame *** for the error, then *** blames them. One of the solutions recommended from *** was for the original loan to be reinstated, and Hyundai would be able to terminate their loan and proceed with the correct loan. ***** did not acknowledge this solution, and the original loan has now been expired. During the time of this transaction their systems were shut down, so they told me to sign power of attorney to finish the rest of the process involving the loan as it would "take too long" I have no idea what to do to resolve it. I obviously don't want to pay the additional interest fees. During the time of my signing, I found out my brother passed away, so I was hysterical when finishing up the paperwork, but at no time did they tell me that they would be filing for a loan under my name after I already made them aware of my preapproved loan.

  

  Business Response

  Date: 08/19/2024

  To Whom It May Concern:
  
  We are in receipt of *** ****** ********* complaint.  *** ******* purchased a 2021 Hyundai Venue on June 24, 2024.  The “Total Sales Price”, inclusive of finance charges, was $21,141.80, less a down payment of $8,000.  Please see attached “Retail Installment Sales Contract” for full details.
  
  *** ******* purchased this vehicle using *** Bank as the lender at a rate of 9.02%.  With her approval, her credit was pulled at our dealership on June 24, 2024, the same day the contract for the vehicle was written.  The deal was funded by *** almost immediately, as is commonplace with many financial institutions.
  
  It was not until days later that *** ******* began contacting us regarding some other rate she had been offered by *** Bank.  We suspect this was some type of pre-approval offer, not an actual offer of credit, as her credit file was not accessed by any other entity during her vehicle shopping process. Please see the attached “Trans Union Credit Report” document.  This document demonstrates one inquiry, “INQR 1” at the very bottom of the page.  This was the singular inquiry done by Hyundai of Louisville on the purchase date, and her credit had not been pulled in approximately two years.
  
  Hyundai of Louisville is not able to reverse a deal once it has been funded to offer a better rate to a customer, not even if the lender is the same.  The deal was funded, and the terms of the loan are locked in, as *** ******* agreed to them without issue on the purchase date.  She was told this by staff members who stopped responding to her once she threatened legal action.
  
  *** ******* certainly has the right to refinance her loan at any time if she finds a better rate.  She simply needs to obtain the payoff and lock in a rate with a new lender.  She can do this at anytime without penalty. 
  
  If there are any further questions, please contact me at ***** ********. 
  
  Sincerely,
  
  **** ****
  General Manager
  Hyundai of Louisville
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  In 10/23 I had my car taken to Hyundai of Louisville. It was taken there to evaluate whether the problem is was the engine was “ the Hyundai recall” or a different problem. HOL evaluated my vehicle and said it was not a Hyundai recall issue. I had a warranty that would cover the damage to the engine. So HOL contacted them, they came out inspected my car and approved the work to be done. The warranty company said to install a new/rebuilt OEM engine with a 12/12 warranty. HOL told me it would be a couple weeks. The same service advisor. ***** contacted me next day and said my car was ready. I said I could pick it up after work and why so fast, he said I got lucky. So I went to get my car. Upon arriving, I did not know what the warranty company had told them to do. HOL had put a used engine with 122,000 miles on it in my car. HOL told me this was the best the insurance could do for me. It wasn’t till I contacted them later I found out the lie. The warranty company said since It was in there as long as they were willing to warranty it with the 12/12 Warranty would be OK. However, HOL gave me a 6 MO warranty and started it in 01/30/24’ I didn’t get authorizes or installed till Feb. From Feb and July I had to take my car back a lot times for repairs. There was a hole in my valve cover, and HOL had not hooked up my water cooler, and HOL hadn’t hooked up my turbo. I was having large oil leaks. And HOL put a lot of miles on my car, trying to make it reproduce how it was acting for me. HOL said their mechanic can’t reproduce the misfiring and dying of the car. And without a code being thrown, HOL didn’t, know what it could be. Finally car threw code. I took it into HOL on 7/15/2024. HOL said a crankshaft sensor. I set up to be done on 7/22/24 by nearby garage. Sensor was put on but engine is in bad shape said mechanic. Cyl. 1 -spark plug wasn’t put in it. Cyl 2+3 -low pressure Cyl 4 pressure ok, too much oil. Rings are burnt. Need new engine. HOL refusing to do work.

  

  Business Response

  Date: 08/01/2024

  
  Better Business Bureau, Inc.
  *** ** *** ****** *********** ** **********
  
  August 1, 2024
  
  RE: Complaint ID# ********
  
  
  To Whom It May Concern:
  
  We are in receipt of *** ****** ******** complaint.  A replacement engine was installed in her 2014 Hyundai Santa Fe following the terms of her extended warranty.  The replacement engine, approved by the warranty company, came with a six-month warranty.
  
  As the engine has failed, it will be replaced with another engine at the repair facility of her choice, and the labor costs will be covered.  We will also be covering the cost of her rental vehicle.
  
  In this unfortunate situation, a replacement engine has failed, and *** ****** will be provided with another.  We are pleased to rectify this situation, and we believe *** ****** to be satisfied with our efforts.
  
  If there are any further questions, please contact me at ***** ********. 
  
  Sincerely,
  
  
  **** ****
  General Manager
  Hyundai of Louisville

• Initial Complaint

  Date:06/18/2024

  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.

  The transaction occurred on 05/08/2024. I purchased a 2019 Volkswagen Tiguan listed for $17,000. Hyundai of Louisville was to provide me with a used car that has undergone an 125 point vehicle inspection before my purchase. I was never given a print out of any damages found during that inspection. Six days after purchase, the car began to malfunction and required a tow to Hyundai for inspection. After having the car 2 weeks, a coil pack and spark plugs were replaced and the car was given to me with clearance that all was fixed. One week later the car began malfunctioning and was taken by me to ********** ** *********** to have a full diagnostic report that resulted in multi page report detailing over $15,000 worth of damages and needed repairs. After following up with Hyundai, I was told the General Manager would contact me to which I have not heard from anyone after a week has passed. The car is in need of immediate repair and is dangerous to drive.

  

  Business Response

  Date: 06/20/2024

  Hello- We are in receipt of the complaint by *** ***** ******. *** ****** purchased her 2019 Volkswagen Tiguan on May 8th, 2024.  Prior to purchase, this vehicle had visited a local Volkswagen dealer to resolve a transmission issue that was found during the initial inspection done at Hyundai of Louisville.  Neither our own inspection, nor during the course of work by the other dealership were these issues mentioned at all.  We find it very difficult to believe that damage that would essentially result in the vehicle being considered "totaled" would be overlooked by two reputable dealerships.  CDK is down nationally, the system by which most car dealerships generate repair orders.  Once the system is operational we can provide invoices on the work done prior to this vehicle being offered for sale.

  At this time, there is nothing we are willing to offer *** ******* as we do not believe the damage she is referencing occurred while in our possession.

  If there are question please contact me at ************* 

  Thank You,

   

  **** ****

  General Manager

  Hyundai of Louisville

  Customer Answer

  Date: 06/28/2024

  
  Complaint: ********  
  I am rejecting this response because: I have not spoke to the GM of this store personally prior to this complaint. I was supposed to hear from him to try to resolve but he never reached out to me. His position is that I caused the damages when I have CARFAX report that I paid for showing the car had front end damage prior to my purchase. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/03/2024

  *** **** has attempted to contact *** ****** on numerous times to discuss her issues.  His calls have either gone unreturned, or he missed her in return. At any rate, attempts have been made.  This vehicle was purchased from vehicle auction ACV. Photos of the underneath were provided by ACV to us as part of their standard practice.  Those photos indicate no issue with the undercarriage of the vehicle.  They are attached.

  Inspection results of this vehicle at our location after our purchase, and during transmission work that was performed at another local VW dealer, did not show the damage that *** ****** is claiming the vehicle currently has.

  For these reasons we deny that this vehicle was sold in the condition *** ****** is now claiming it to be in.

  *** ****** could bring the vehicle back to us to review it and we could make her an offer to purchase it, or she could contact her insurance company and consider filing a claim.

  Customer Answer

  Date: 07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: Although it was stated several attempts were made to contact me when I have records from my phone company showing no calls from Hyundai of Louisville or from The headquarters in Ohio. I can also attach the video that was taken during the inspection of the vehicle after the tuneup was completed and the car continued to inefficiently operate. I have also requested to see the printout of the report given to Hyundai of Louisville from ********** ** ***** *******, during the time that Hyundai had my car for two weeks to compare what I have found now to what was found prior. This has caused damage to my credit due to purchasing the car and now not being able to trade it in as I am buying a home. I would be more than willing to talk to him about returning the car completely as now I do not trust any repairs that are done by that shop. I will have my insurance adjuster come out and look at the damages as well and can provide that report if *** **** would like to contact me about returning the car completely. I am willing to do that, I no longer want to do business with Hyundai of Louisville nor do I want this Volkswagen that was sold to me due to the numerous amount of repairs required that were present before I purchased the car. As it was mentioned about the condition of the under side of the motir, there is no physical damage. All of the damage is done to the motor itself from where it was in front end collision prior to my purchase.

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

• Initial Complaint

  Date:04/22/2024

  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 January 2024 with the dealership promises of fixing the oxygen sensor on the Infiniti car purchased and a passenger seat airbag sensor. The first week after the purchase. The service engine light turned back on, I again brought the vehicle back for a second time and the vehicle was retuned the next day. Less than a week later the light turned on for a 3rd time. I was issued a rental vehicle for over a month. After finally receiving my vehicle back. The dealership told me a story of how the oxygen sensor was going to cost them 22 thousand dollars for the one part. But they had a connection who fixed the part. Again. LESS THAN a week after receiving the vehicle back, the service light turned on again for the same part. I reached out to ***** helping with the issue and told him this is absolutely ridiculous and unacceptable and I wanted my car fixed. He told me to bring the vehicle in again on the following Friday, then when Friday arrives he says the mechanic did not make it to work. To bring the vehicle Monday, Monday arrives and he tells me it will be Tuesday. So I told him I will no longer play these childish games because I have invested over $4500 in the down payment along with double the monthly payment I requested and don’t have the time, effort, or money to continue to take off work for his false promises of fixing the vehicle. On Wednesday April 17th. After a 12 hour shift at work. The starter then went out on the vehicle. I immediately messaged ***** with no response and little from *****. This should apply under their lemon law to sell the vehicle back as they continue to waste my time not fixing the vehicle after holding a month I have dropped the car off on April 17th 2024 to sell back to the dealership because I have brought the vehicle back 4 times now for the same part needing fixed as well as the starter going out. I’ve waited 3 days now with no response from them while they hold my car hostage from me. I need help

  

  Business Response

  Date: 04/30/2024

  *** ****** purchased a 2012 Infinity G37 in January of 2024 with over 130,000 miles on the odometer.  When he began to experience issues with the vehicle, we addressed them quickly and multiple repairs were completed.  When Sales Manager, *****, was unable to return his call during his most recent issue, another Sales Manager stepped up and promptly got back to him. His most recent service issue has been resolved, and he does have a warranty on the vehicle.

  We understand that having multiple service issues with a vehicle is frustrating, but we cannot simply refund his money.

  We offered *** ****** a number to purchase his vehicle, but at this time he has elected to keep the vehicle and sell it himself.  

  Again, we understand the issues he has had so soon after purchase have been frustrating, but we have attempted to help him as best we could.

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because I am selling the vehicle back to the dealership and have talked to *****

  as previously stated the vehicle was put into service the first day I bought for an oxygen sensor issue as well as a passenger airbag light, they reset the negative battery terminal, and told me the vehicle was corrected of its issues  

   

  less than a week later I contacted ***** again and let him know they did not fix the issue, which the vehicle was then brought in again for service. Again they reset the engine light for the oxygen sensor but repaired the passenger airbag light.

   

  less than a month or two later I had addressed ***** for a third time for the oxygen sensor light and was issued a rental vehicle for almost a months period before finally receiving the vehicle back  

   

  less than a week after the 3rd service, the light was on again for the oxygen sensor, which entailed me bringing the vehicle back a 4th time after the starter went out on me.

  After almost 2 weeks now of a run around game, I have come to find out from service that the sells rep ***** had lied about the vehicle not having an exhaust leak during the initial purchase of the vehicle, I brought it to his attention when one of his associates pointed it out and he bluntly told me there was no issue.
  

  I have received no receipts during this whole line of service. But after having the vehicle for less than 4 months and driving less than 3 months out of that period. I am out of almost $6500 after all is said and done because this dealership sold me a faulty vehicle with multiple issues.
  

  I have since then talked to ***** and told him since the lemon law does is not compatible since they did shady work with no service records I would pay the $2000+ difference to get rid of the vehicle  

   

  the initial down payment of $2000+ $2500 for my 2010 Yukon Denali + additional $2000plus to sell the vehicle back is a lost cause. 

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

  

  Business Response

  Date: 05/07/2024

  *** ****** was set to come to the dealership this past Saturday. We were expecting him, but he did not arrive. 

  Customer Answer

  Date: 05/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  they did everything in there power to not give a refund even though this dealership was clearly in the wrong. 
  

  after having the car for less than 5 months total but in my possession for only 3 months because of them holding for repairs. I was fed up the second time around of them holding my vehicle and decided to sell it back. 
  

  I did not show up because ***** never responded about the payoff total and could not get in touch with him until Tuesday afternoon in which I made my way up here. 
  

  this dealership has cost me over $6000 in loss within less than a 5 month period due to failures to maintain on their end. 
  

  they even used the insurance I paid for after the fact to cover the repair damages done they should were responsible for before buying the vehicle. 
  

  ****** the sales manager is a scam artist for telling me the vehicle did not have an exhaust leak, then used my warranty to fix the damages they knew about before buying the vehicle. 
  

  they were not helpful during any of this car repair process and caused more headache and money loss than what this deal was worth. 
  

  I would omit the lemon law out of your contract if you’re not going to follow your own protocols as this is nothing but bad business! 
  

  shame on this dealership, ****** for lying about the cars damages, and ***** and David for nothing but a run-around covering their own butt to hide what was wrong with the vehicle and to rip me off $6000+ dollars. 
  
  Sincerely,
  
  **** ******