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:03/26/2025

  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.

  On February 6, 2025 I drove my 2015 Hyundai ****** to be service. I expressed to the service advisor ***** my car was not accelerating pass 30 miles per hours. ***** then stated they would have to do a diagnostic test and figure out the problem. I received a call later that day and ***** told me that it was my turbo and I needed to replace it. I was also advisor that my **** and camshaft needed to be replaced also and that it would be cheaper if I had it all done at the same time. I asked ***** if I had it all done together would this fix my problem and he said absolutely so I told ***** to go ahead and repair the turbo, cvvt, and camshaft. I received a call on February 10, *********************************************************************** my engine. Now Len Stoler is asking me to pay $3,534.56 for a car that is inoperable due to their negligence . I tried to resolve the issue with the service manager ***** but was not successful. I even tried to resolve the issue with the general manager Dre but instead of him finding a resolution for my car repair he advised me to trade my car in but I would still be responsible for the cost of the repair that has now caused my car to inoperable. I dont feel as though I should be responsible to pay for this repair.

  Business Response

  Date: 04/17/2025

  This vehicle unfortunately has multiple issues. We performed the repairs related to the check engine light fault codes when it arrived. Afterwards there are new issues that were unforeseen. We've made attempts to trade the client out of this vehicle into a different new/used vehicle.

• Initial Complaint

  Date:03/05/2025

  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.

  Regarding a purchase of a 2024 Hyundai Elantra from Len Stoler Hyundai in ************, MD. My experience has been frustrating, and after reading other reviews, it seems these issues are recurring.I was initially told I could use financing from the State Employees ************************ (****), which the dealership claimed to work with. However, this turned out to be false. After completing a credit application, I learned the dealership doesn't work directly with SECU. Furthermore, despite asking beforehand, we were told we couldnt take the car home if using SECUs financing. Upon arrival, the dealership pulled our credit and secured financing with *************************, offering minimal savings of $3 per month.I also clearly stated that we did not want an extended warranty, but my 19-year-old daughter, of which I was the co-signer, felt pressured into agreeing to it, after I declined 3 times. After reviewing the documents at home, I discovered discrepancies in the financing amount. The bill of sale reflects a finance amount of $19,538.64, yet the purchase price of the vehicle was $19,935.00. We made a $3,000.00 down payment via check and paid all taxes, tags, and fees. This would indicate that the correct finance amount should be $16,935.00, not $19,538.64.

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to ****** ****** and **** ******* concerns regarding their recent vehicle purchase at Len Stoler Hyundai. Our dealership is committed to transparency and customer satisfaction, and we would like to clarify the details of this transaction.
  Regarding financing, we strive to accommodate our customers preferred lenders; however, we do not have a direct agreement with ****. While customers are welcome to secure financing through **** independently, their process requires finalization before vehicle delivery. To ensure a timely and seamless purchase, we assisted the customer in obtaining financing through *************************. The financing terms, including monthly payment details, were fully disclosed prior to contract signing.
  Additionally, the *************** Agreement was presented and agreed upon at the time of purchase. To ensure full transparency, we have enclosed a copy of the signed Buyers Order, which outlines the complete financial breakdown of the transaction. If the customer no longer wishes to retain the *************** Agreement, they are welcome to visit our dealership to initiate cancellation. Once processed, we will issue a check to the finance company as a prepayment against their obligation.
  We take these concerns seriously and remain committed to ensuring our customers fully understand their purchase agreements. If further clarification is needed, we welcome the opportunity to assist the customer directly.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23021746
  
  I am rejecting this response because:

  I submitted the cancellation request directly to the dealer, Hyundai, and the credit union as per the instructions. However, I have not yet received any direct correspondence from the dealer, aside from communication through the BBB regarding the resolution of this matter. Visiting the dealership in person is not ideal, as it is two hours away from me.
  The bill of sale lists the lien amount as $19,538.64, but it should be $16,933.80, as we made a $3,001.20 down payment and paid all taxes and fees by check. Additionally, the bill of sale states a selling price of $23,248.00, whereas the agreed-upon price was $19,935.00. These figures vary across multiple documents, including the application for the certificate of title, the quote provided by the salesperson, and the dealerships final quote.
  Furthermore, the warranty document does not include both buyers' signatures. It also lists a monthly cost of $295.65 for 84 months, totaling $24,834.60. We were not informed of the total price of the warranty, and I am certain it is not $24K.
  The issue with SECU is now moot, but the discrepancies in the warranty and loan amount still need to be addressed and resolved. The situation with SECU was yet another example of being misinformed, further adding to the frustration and the lack of transparency from the dealership.
  I am requesting the immediate cancellation of the warranty and an adjustment to the financing to reflect the correct amount of $16,933.80. Please refer to the attached spreadsheet for further details. All other necessary documents were previously provided.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Len Stoler Hyundai for an oil ************* rotation today. (February 22, 2025)I always put a white-out dot on my front tire, since service station mechanics have not always rotated my tires as promised.When ***** *****, the service attendant, told me my service was complete, I checked the front tire, and no tires had been rotated. I informed *** *****, who said he was "very upset" and that "something similar happened last week."My complaint involves more than the $29.99. Last year the exact same thing happened at *** Stoler Hyundai. I met with the Service manager (who was not available today). He apologized and assured me that he would correct the problem. Obviously Len Stoler Hyundai has not corrected the problem.This leads me to further concerns. How do I know they changed my oil as promised? How many other customers have been short-changed concerning these two simple services? How reliable is Len Stoler Hyundai when it comes to making major repairs safely and dependably?Please investigate this matter.Thank you!******* ******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Hyundai Elantra SE on May 25, 2024 through Len Stoler, **** specifically from the Hyundai division. At the time of purchase, I had also agreed to purchase a warranty. The sole cost of the warranty was $3,347. The fine print on the warranty states that the warranty can be cancelled within 60 days of the sale for a full refund. This was also confirmed during conversation with the finance representative, ***** *********, on the day I purchased it. I can forward the warranty to your attention upon request. On July 10, 2024 I sent a pdf letter to Mr. ********* via email stating I wanted to cancel my warranty, effective immediately. I can provide this letter upon request. I never received a response from anyone at Len Stoler. I continued to email and call them for weeks but never received a response. On October 23, 2024 I called the warranty company, Portfolio, and asked to cancel the warranty. They did cancel the warranty on my behalf, however, they cannot issue refunds and informed me that only the dealership could. Again, I called Len Stoler and emailed Mr. ********** without any response for weeks. Finally, I reach a general manager, **** ********, on November 4, 2024. I send him the relevant materials such as the letter and my previous emails sent to Mr. ********** He assures me he will look into it. On November 11, 2024 Mr. ******** calls me and lets me know a full issue would be refunded to my lienholder, PSECU. On January 2, 2024 I emailed him once again, without a refund, asking for a response. To this day, I have not heard from him or received a refund. The warranty has been cancelled since late October and I am still paying for a warranty that is not accessible to me. I would appreciate a full refund for the warranty as the resolution. Any help that you can provide would be greatly appreciated. If you are in need of any proof of the emails, letter, warranty, etc. please let me know and I would be happy to provide it to you. Thank you.

• Initial Complaint

  Date:01/10/2025

  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 brought my car in to be repaired and during the repair the oxygen sensor was damaged. I was told that I had to pay to repair and replace the damaged item.I don't understand why a consequencial damage claim was not submitted to Hyundai and why I had to pay for someones mistake.I am very disappointed with Hyundai Lenstoler and Hyundai in ********** engine failed,catalytic converter failed twice.I wouldn't recommend that anyone purchasing a Hyundai.

  Business Response

  Date: 01/27/2025

  *****,

  Our service advisor, ********, advised you that the oxygen sensor could not be safely removed from the catalytic converter due to it being improperly installed previously. This is not covered under the parts warranty from Hyundai of *************. Therefore the expense to install a new oxygen sensor is your responsibility. If you would like to pursue reimbursement from the shop that installed it incorrectly, we would be more than happy to assist you.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service department not only lied to me, but tried to add on new charges twice. At 1:30, I was told they were working on my car and it would be fixed and back to me at 3:30 and instead of just a recall, they had to do something else that was $125. I said ok. Then, 3:30 passes and no update and no one answers when I call. Then, at 6:00, they call and say they just started to look at it and two more things are wrong and it would not only be $800 more, but they would have to keep it for 3 days. They then refused to give me the exact details of what was wrong with it and just said I had to pay so they would fix it. On top of that, again, I was told it was being worked on and would be dropped of at 3:30. The person that called me at 6:00 told me no one had looked at it or touched it until 5:45, which means everything I was told earlier was a lie. I will not only be posting all these details all over social media, but since my company has attorneys on staff, I will be having them get involved also. I really hope no one else has to deal with the lying and shadiness like I did.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Hyundai ****** 2019 has been at lens stolers dealership for over a month now. I had took my car there on Monday September 16th 2024 because I had a flashing check engine light the day before. When I drove my car in ******** ****** my services advisor told me that Im lucky I made it because a lot of these cars have been catching on fire. She also stated thats its been a problem with these engines and that they have been replacing it for free because it has been a problem on Hyundais behalf. So she asked for all of my oil changes and my registration which I gave so that she can give it to Hyundai. I needed a rental car while my car was getting serviced but she said they cant until Hyundai approved what I sent in for a new engine. So three weeks went by with no rental and no answer from Hyundai but then Ms ****** called me back saying that she has bad news. She stated that Hyundai didnt approve my engine and that she didnt understand why because its no reasoning. She said that Hyundai stated due to no maintenance done on the car which I have proven in the picture I sent. I told her I will call Hyundai myself and that I will be taking this to court so send me all documents which she never did she only gave Hyundai number which wasnt the correct number. I asked again the next day and I never received them. I tried calling the dealership and no one will talk to me regarding my car. Now it has been two weeks and no one has reached out to me about my car which is very odd. This is the absolute worse experience I have ever been through in my life and now I want my car fixed and reimbursed for all of the Ubers, Lyfts, and rentals I have been using during this time period. I have called the Hyundai dealership in ****** where I took my car before and they to thought that is was odd and told me to talk to a manager at lens Stoler but nobody will help they say the manager will get back to me and never do.

• Initial Complaint

  Date:05/29/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Me and my wife Purchased the used 2022 model Hyundai Kona from Len Stoler Hyundai (*********************************************)We paid 17000$, the remaining amount was 6085$. I wanted to buy the car on Cash, however they pushed us to do financing. They told us there will be no interest charge on this amount.When the account email from ************** i got , it was showing *****. They had charged 4500$. No one mentioned neither explained during the purchase of ****** wife was pregnant at that time, we went there around 3:30 pm, they did the documentation around 9pm at night.I talked to ************** , they were saying 4500$ is a interest charge, however Lenstoler was saying its a warranty charge for the car. I went over there 12 times from ********* to *****************Initially they said they are cancelling the warranty, it will take 1-2 weeks for remaining 4500 $, then they were saying 4-6 weeks, then 8 weeks.However its already 8 weeks passed , 4500$ is not removed from the account.Thanks ******

  Business Response

  Date: 05/29/2024

  The customer purchased a warranty for his vehicle and then canceled the warranty. The customer was told the warranty would take at least 6-8 weeks to cancel. I will follow up when the warranty has been cancelled, it is in progress.

  Customer Answer

  Date: 05/30/2024

  HelloLisa

  I been reaching out to them continuously, First they told me , it will take 1 to 2 weeks, then they told 4-6 weeks and in the end they told it will take take 8 weeks. However its already passed 8 weeks. Nothing happend.

  Even me and my wife over phone we checked with them, they said they did not even coordinated with the *************** LenStoler is saying 4500 is for warranty and ************** is saying its "Interest Charge" During purchase of car, they did not explained.

  LenStoler said warranty cancellation been done on "28 March 2024".
  

  I wanted to buy car on Cash, the car price was ***** and i paid *****. I wanted to buy car on cash, however they pushed us to do finance. During Purchase they were saying there will be no interest charge. The remaining amount was 6085$, they added 4500$ extra amount
  

   

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21769635
  
  I am rejecting this response because:

  First Lenstoler mentioned it will take 1 week, then 2 weeks, after continuous follow up they gave timeline of 4-6 weeks in the end they mention 8 weeks. which is already over 8 weeks.

  Even on 28 March 2024 they mention warranty cancellation been completed.Still the amount is same.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/30/2024

  They sent me the screenshot of refund of 4500$, they said it will decrease the amount upto 6085 $ on ally financial app. It done on 28 March 2024, still did not changed anything

• Initial Complaint

  Date:05/20/2024

  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.

  Feb. 17, 2024 I purchased a used 2018 ******* * 90. Once I signed the contract I realized there were some issues with the vehicle. I reported the Issue(s) Immediately to the salesman (****** *****) who in turn reported it to the sales-manager in the Len Stoler Hyundai dealership. They were very professional in the beginning. I was promised the issues were going to be fixed.1. Dashboards have significant erosion and wear.2. Front right drivers side brakes squeaks relentlessly.3. The arm rest in the console will not stay closed, have to stick paper in it to keep closed.I've practically lived at the dealership because of the continuous promises to get these items corrected. Now all the promises have stalled. I have been in touch with the service department manager (*****) I tried to resolve this matter with patience and respect. I have not been shown the same. My calls were not being returned, my texts were not being answered. I have purchased several vehicles in the past from this location and this experience has been by far the worst. I was initially told it would have to be a claim submitted then I was told a month and half later it was denied with no explanation. My last resort was to contact a different manager at the dealership which was done on 5/15/24. After no return calls I did get a call and was told they was going to put brakes pads on the car after making that promise over a month ago. Still I text to see when that would happen and as of this time now still haven't heard back. As a returning customer and a veteran I feel humiliated with this experience. I hope contacting you that this matter can be handled amicably.

  Business Response

  Date: 05/29/2024

  The customer was not promised any additional concessions at the time of sale, other than a spare key, which Len Stoler Hyundai/Genesis took care of. After the sale we decided to help him out with his brakes, even though they passed MD state inspection. We also reached out to the manufacturer to see if they could help with his dashboard issues. At this point we did more than we promised at time of sale. The vehicle was priced based on the condition.

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a $500.00 deposit down to hold a vehicle I was purchasing. The deposit was not part of the purchase as we paid in full for the vehicle with a check from Navy ********************. I have been trying to get my deposit back for the last couple of weeks with no luck and I leave messages and nobody will return my call. I also cannot get an answer on when my hard tags will be done for the vehicle we purchased on 4/26/24.