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:04/03/2025

  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 bought a truck in January from them and paid $2500 of the $4000 dn payment and they let me keep the truck for 3 months before they said I couldnt have any more time to pay the remaining amount and they took the truck. During this time they said it was financed with ************* and I would have to pay Santander for the truck but I wouldnt have the truck. I contacted ********* and they have no records of financing the vehicle and they never received any documentation about me. Santander went on to say they couldnt have approved my loan because they never checked my credit. They stole $2500 from me and I want it back. They have done this to more than just me and it needs to stop.

  

  Business Response

  Date: 04/04/2025

  We understand your frustration and want to provide clarity. The vehicle was repossessed because the remaining down payment was not made, and the necessary documentation for financing was never provided, preventing the bank from finalizing the loan. Additionally, while the vehicle was in your possession, it sustained over $8,000 in damages, which we are currently seeking legal counsel to address.

  Customer Answer

  Date: 04/04/2025

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

  

  Business Response

  Date: 04/07/2025

  We understand your frustration and want to clarify the situation. The vehicle was repossessed because the remaining down payment was not made, and required financing documents were never submitted, preventing the bank from finalizing the loan.  The customer did not upload his end of the agreement or submit the requested documentation to complete the sale

  Customer Answer

  Date: 04/07/2025

   
  Complaint: ********
  
  I am rejecting this response because: you kept $2500 of my money. The law is clear on this.  If you don't have financing in place within 20 days you have to return the down payment. If you didn't have financing why'd it take three months to figure it out? Another thing is that not one finance company checked my credit.  You never tried to get financing. I gave your finance manager all the info he asked for. Just admit you not telling the truth and return the money. You lied and said the truck had $8000 in damages and I called the wrecker service and they said the truck didn't have any damage and they have pictures of the entire truck.  Just refund my money. You have done this to others so it needs to stop.  Refund my money 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/09/2025

  The $2500 down payment never cleared our account the check bounced. Theres nothing to give back because we never received the funds. 
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I paid in cash and if you didn't get it where did it go 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/31/2025

  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 June of 2024 I financed a 2020 Hyundai ******** from Edmond Hyundai. During the sale, I specifically asked for my tags, tax and title to be included. I was told by ******* (Sales manager) that they do not do that anymore. He even went on to say that I would not find many dealerships that would do that anymore. I then asked Leton (The salesman) and he said that he believed that ******* was correct. I went through with the whole sale and did not ask anyone else because I did not know that I would need to ask someone else. I went all these months and found out the other day that an acquaintance of mine had just financed a vehicle from them and the tags, tax and title were added. I then called *** ***** and spoke to **** ******* secretary and she said that they do it but it depends on if you were financed or leased. She looked me up and said that I was financed and that when it is like that it depends on the bank that finances you as to If you can get tags, tax and title included or not. She said it makes the loan go up in price so the it would be up to the bank. She then had **** who is the main manager at Edmond Hyundai call me. I explained to him this same thing and that I was upset because if they could have added it I needed it done back then and that is why I asked. I told him I wanted ******* to call me because I needed answers as to why they did not apply for me to have tag, tax and title added into the loan. A week went by and ******* never called. I called **** and told him to have **** ****** call me. Another week went by and I had left **** several messages and he has yet to return my call. This was the week of 03/21/25 that I asked **** to have **** ****** call me. He said **** was out of town for the rest of the week and that he would have him call me the following week. I also called the bank and asked them If it was their decision as to if I could have tags, tax and title added or not and they said it is not their decision. I want answers.

  

  Business Response

  Date: 04/04/2025

  We apologize for any frustration this situation has caused. After reviewing the file, there is no indication that tag, title, and license (TTL) were included in your financing. In fact, the paperwork you signed states that *** was not financed. Our team makes every effort to clearly explain that we can only include TTL if the bank allows it and if it aligns with the financing terms. We understand your concerns and regret any miscommunication. 

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: At the time of purchase, I specifically asked ******* about adding the tags, tax and title. He told me that Edmond Hyundai did not do that anymore and that I wouldnt be able to find many other places that would. I then turned around and asked the salesman Leton and he said that he believes that they no longer do that! I called the bank and they told me that it was NOT dependent upon the bank for a person who was financed to get tags, tax and title included into the loan. So someone isnt being truthful! I asked ******* and Leton as I was supposed to. Why was I told that Edmond Hyundai doesnt do that anymore? Why would finance write it up as not in the loan without asking me If I wanted that? 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/07/2025

  We reviewed ******* ********* file, and there is no indication that we agreed to cover her tag, title, and license (TTL) fees. In fact, the documentation clearly states multiple times that we are not covering those costs. I also spoke with the manager who worked the dealsomeone who has been with Edmond Hyundai for yearsand he confirmed that he always informs customers that if were unable to cover ***, the customer can either finance it (if approved by the bank) or pay it out of pocket to reach their desired payment or price. All signed paperwork reflects that the *** was not financed in the loan.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: ********
  
  I am rejecting this response because: I clearly stated from the beginning that I ASKED FOR MY TAGS, TAX and TITLE to be added to the loan. As I stated previously, ******* the one you all say has been there for years specifically told We dont do that anymore ! You have clearly skirted around the question of why I was told this? ******* never mentioned anything else!! So of course its not in the paperwork because he told me We dont do that anymore and left it at that. If there was a way to get that he never spoke to me about it! When I asked for it, instead of being told we dont do that, he should have gone over the options with me. Clearly I knew nothing about them because *** never mentioned about any other options or ways to apply! So all in all the dealership does do it! I was lied to and was basically rushed out because it was late in the evening. ******* knows its my word against his. The bank has told me that it was not up to them and that it was the dealership. ******* needs to answer the question at hand instead of having whomever is answering back skirt all around the question. I know exactly what I was told!! So are you saying that I never asked for the tags, tax and title to be added? You know this for sure?  He told me we dont do that anymore and you wont find many dealerships that will anymore..I trusted his word!! 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/09/2025

  Thats not at all true you misunderstood my sales manager. He did not say we cannot put tag on tax on loans anymore.    

  Customer Answer

  Date: 04/12/2025

   
  Complaint: ********
  
  I am rejecting this response because: I have stated the EXACT verbiage that ******* used. I know what I was told! You have now made several responses back to me and not once have you explained why I was told what I was told! You have also made statements that were not true. You stated that the dealership did not promise to pay tags, tax and title. Not once did I say that they promised anything! You have continuously skirted around the actual question and it shows! The problem is, I specifically asked for the tag,tax and title to be added into my loan so that I would not have to pay out of pocket for it up front. I was then told at the table by ******* we dont do that anymore , so anyone in their right mind would think he meant the dealership no longer did that kind of thing for customers! To make matters worse you have continuously blamed this on the bank. I spoke to a supervisor about this last Wednesday and he said that would not be on them and that its something that is done at the dealership. ******* didnt want to add more to the loan so he lied and said that yall didnt do that anymore and left it at that. He chose not to tell me the truth because he didnt want to lose the sale! And If the issue were that adding the tag, tax and title to the loan would have made it go up in price and the bank may have denied it then that should have been discussed with me. You dont make a decision for a customer! Your supposed to keep them in the loop especially when they dont know much about buying cars and its their first time! I trusted all of you to walk me through. I should have known when they kept pushing me for a good review the very first day!! I spoke way too soon and I will redact that good review that I had given!! Time tells all and I should have gone to another dealership!!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around 10 February, 2025 I purchased a new 2025 Hyundai Palisades. The vehicle I wanted had to be driving in from another location and when it was delivered, I was told it didn't come with floor mats and that they would set me up with the all weather floor mats. They said they had to order some but would let me know when they come in. When I reached out to the dealership and my sales person to see if they have come in, I was told that because we made a scene, my husband said he didn't want to shake the sales managers hand, that they weren't going to go out of their way for me. Every time I have inquired about the floor mats, I'm told he isn't at work, or no response at all.

  

  Business Response

  Date: 04/17/2025

   Thank you for your feedback. Were sorry to hear about your experience and regret that it didnt meet your expectations. However, we would like to clarify that the all-weather floor mats were not included as part of your vehicle purchase as the we owe states . They were offered as a courtesy, since you bounced your down payment with us and blamed it on us. The floor mats were a gesture to hopefully bring some happiness to your purchase again so we would get a good response on the survey.  Since you gave us a very bad rating for no reason we will not be providing floor mats. Since that agreement was not fulfilled, we are unable to provide the floor mats at no charge. We apologize for any miscommunication and appreciate your understanding.

  Customer Answer

  Date: 04/18/2025

   
  ********** ********
  
  I am rejecting this response because: The floor mats were promised at the time I purchased the vehicle. That hold check  you promised not to deposit till you got the ok. Then tried to tell me we agreed on a 30 day hold but went ahead after only 12 days and tried to cash the check which of course bounced.  The down payment has been payed in full. I did not fill out the survey till after you disrespected my husband and me when you failed to hold up your end of the bargain. You should still keep your promises regardless of receiving a bad survey. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/21/2025

  The all-weather floor mats were not included as part of your vehicle purchase as the we owe states . They were offered as a courtesy. 

  Customer Answer

  Date: 04/21/2025

   
  ********** ********
  I am rejecting this response because:
  You should not offer floormats to someone when purchasing a vehicle and then turn around and say it wasn't promised. I didn't ask for the floormats, you said you would provide them for me. We even shook hands on it before i left the lot. Shady business practices and shady salesman. Will never recommend.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/18/2025

  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.

  Was charged $200.00 for a diagnosis that turned out to be completely incorrect. If they had put more than an hour of work into the inspection they would have seen this, but they neglected to do so and charged for a diagnosis regardless. They then proceeded to lose my receipt of payment when I had arranged a tow truck driver to transport it to the new shop and they illegally held my car from being towed even though I had payed in full for the diagnosis two days prior.

  

  Business Response

  Date: 04/04/2025

  We have reached out to the customer to let him know that we are processing his refund 199.95.  We apologize for the inconvenience. 

• Initial Complaint

  Date:03/05/2025

  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.

  Since 2017, I have never missed an oil change with the additive. About a year ago it started using a good amount of oil and now has a significant amount of blow bye. Inquiring about the Engines for life warranty I took my car there. They were trying to sell me on a 200 diagnostic fee, that probably they would say the engine is not bad enough so I didnt want to pay for that. The other thing was an oil consumption test. I didnt want to but I agreed to the oil consumption test that really wasnt the biggest issue. Once I got home, I saw that they had way overfilled my engine with oil. Probably by a half quart or more. Two reasons that would happen. The techs are dumb, or they maliciously over filled it to tilt the results in their favor. To make it look as if it used less oil after driving 1000 miles and putting the oil up to the full line. I reached back out asking if this can be corrected but I couldnt just come back in because I have to take off work again. That was their mistake to correct. My service tech who by the way was FANTASTIC, said they could probably drop off a loaner at my work and take my car to do the oil change again. After sending over all info required, he called back saying management said no, and that I had to go out of my way to drop it off to correct their mistake. I wrote a terrible review of the dealership in the followup and got a response from my service tech the next day saying after the review, they would allow a shuttle back to work but only after I drove my car up there. Still unwilling to go out of their way to correct their mistake. I have decided that I am done with that place. At this point, with the manipulation of the oil consumption test by them, and then making me feel as if I am not valued a customer who has been doing consistent business with them since 2017; I have decided that it doesnt matter what hoops I have to jump through or what test they make me do, I will not trust them or what they say the results are.

  

  Business Response

  Date: 03/06/2025

  The customer reported excessive oil consumption and blow-by. The first step in addressing this is to check for external leaks and conduct an oil consumption test to confirm if the vehicle is using oil beyond the factory specification of 1 quart per ***** miles.
  To perform the test, the vehicle must have a fresh oil and filter change, then be driven for approximately ***** miles. The customer agreed to start the test but declined further engine diagnosis at that time. Afterward, the customer claimed the oil level was overfilled. The dealership offered to change the oil and filter again at no charge to ensure accurate results. We also offered to pick up the vehicle for service, requesting the customer be present at completion to verify the oil level together, ensuring the accuracy of the test. The customer declined. No warranty coverage can be applied until the issue is verified. We cannot submit a claim based on the customers diagnosis. At the time of service, the vehicle had ******* miles, and there is no extended coverage for oil consumption. The customer may qualify for limited coverage under the Engines for Life program, but a verifiable failure is required for claim submission. The customer is responsible for any diagnostic fees and must approve any diagnosis. Until a failure is confirmed, the customer is financially responsible for any incurred costs. The dealership is still willing to provide a second oil change at no charge and assist with transportation. The customer must be present to verify the oil level with our Shop ******* before proceeding. We are committed to assisting within the manufacturers guidelines.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the frustration and dissatisfaction this situation has caused you. In regarding your accusation of malicious intent, we want to assure you that our goal has always been to resolve this matter in a fair and transparent manner. We take all customer concerns seriously, and if there was any error in service, it was never intentional. We recognize your frustration and your willingness to redo the test, and we apologize if our previous approach made it seem like we were dismissing your concerns.
  While we remain willing to provide a second oil change at no charge and assist with transportation, we understand that convenience is important to you. We are open to discussing alternative solutions to make this process easier for you. Please let us know how youd like to proceed so we can work toward a resolution that meets your expectations. We truly appreciate the opportunity to make this right and value your willingness to continue the conversation.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23027295
  
  I am rejecting this response because:
  
  As I have stated before, if it wasnt malice then it certainly was incompetence. Incompetence that more than likely damaged my engine in the first place. 8 years of overfilling will definitely cause damage. With all due respect, a solution was already reached once I first voiced my concerns with over filling my engine. Even though I believed, you overfilled it on purpose, I was willing to do the test again. I just couldnt leave work again nor should I have to. 
  

  Again, I was told my car would be picked up and a loaner dropped off at my work to accommodate me for Edmond Hyundai mistake. Even though I was told I would be taken care of, one or more of the managers said no. The mileage of my car was brought up before, so I guess in my mind im not valued as a customer for ******************** to go above and beyond to fix their mistake. Round trip its about an hour. What sense does it make to shuttle me back to work after having me drive there to fix your mistake? About 20 minutes are going to go by and my car is going to be ready. Then im going to need picked back up to get my car. Still taking 2 hours or more from my work day. 

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In march 2024 I purchased a vehicle from them. In April 2024 the finance company bounced the contract back to them. They tried to make me sign a different contract, at which time I decided I did not want to and told them to get the vehicle. They waited until end of June 2024 to finally come get it. In the time between, they ran my credit twice without my authorization, and repeatedly sent me to voicemails, or told me the proper people would call me back, and I would never hear back. After they finally came and got the vehicle, I called multiple times asking when to expect my deposit back, never getting any type of answer until I threatened legal action, at which time they told me that I wouldn't be getting anything back. The stipulations were that it stays under an average miles per day and that there was no damage to it, all of which was met and complied with. They have stolen $1000 from me by refusing to return my deposit when all conditions were met.

  

  Business Response

  Date: 07/17/2024

  We have been trying to refund the money less the repossession fee.  The Customer paid with a credit card and wont take the phone calls from us so we can refund the difference from the down payment and the repo fee of $490. 

  Customer Answer

  Date: 07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received a single attempt from them to reach me. I have however, attempted to reach out multiple times, and am never able to get ahold of anyone other than the operator. They will not return my calls or messages.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/23/2024

  If theyre willing to give us the credit card number we would be willing to refund the difference to the card at any point in time we just need them to contact us at ************ ask for **** or ******. We will have them also reach out  today again 
  
  

• Initial Complaint

  Date:05/13/2024

  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 purchased a brand new vehicle in March and traded in my current vehicle. I was told the 2017 dodge grand caravan (my trade in) would be paid off in full within 10 days. Here we are middle of May and they have done nothing to pay it off and every time I talk to them it's nothing but lies. They have even told me they moved the entire finance department to another location to avoid trying to get this issue resolved. I don't understand why I have made 3 payments on a vehicle I don't own and why it's nothing but lies when I call. They tacked what I owed left on the van to my new loan so it's not like they haven't been funded yet. I just need this resolved as soon as possible.

  

  Business Response

  Date: 05/28/2024

  The vehicle was purchased on March 12, 2024.  This deal was a hold to fund which means that the trade was paid off once the new car deal funded.  We do not tell customers that their trades are paid within 10 day. Per accounting the first payoff check was issued to CarMax and sent on 4/29/2024-the check was not received. Stop payment was issued and the check was recut.   The second pay off check was sent 05/09/2024 in the amount of $14,850.00 | Check#***** -Cashed by *********************************

• Initial Complaint

  Date:11/08/2023

  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.

  Initiated Powertrain Warranty claim in 1/23. Dealership claimed no loaners available so I paid out of pocket for a rental for 3 weeks. Drove car less than 49 miles when check engine light came on; diagnostics reflect bad catalytic converter. Parts on back order, service complete on 3/31/23. Auto issues on 10/12/23 show that silicone was used to hold belt tensioner and bolts on the belt tensioner bracket in place. Incorrect bolts were used, one was missing, and all were siliconed in place with the expectation to last the remaining duration of the warranty. Towed auto to dealership. Dealership denies responsibility, corporate sides with dealership, citing they do not know what work is needed and has to go off what service department tells them. Original paperwork reflects a charge for a new serpentine belt and the labor to install it, which would require contact with belt tensioner. ****************** intentionally blocked car in the lot after advising it was ready for pick up and argued extensively against honoring the arrangement the sales team made to tow my auto to me due to inconvenience. Service writer ***** and sales manager ****** were incredibly rude and unprofessional during entire transaction. Auto began experiencing unrelated issues once back in my possession which only make me feel like intentional sabotage.

  

  Business Response

  Date: 11/14/2023

  This vehicle was in our service department 12-28-22 to 1-23-23 for engine replacement under the terms of the warranty extension at ****** miles. *** tensioner is not a component replaced during the warranty engine repairs and is not a covered component under the terms of the engine warranty extension. *** vehicle came right back to the shop 1-24-23 at ****** miles with a check engine light on. DTC P0420 for Catalyst Efficiency code. *** Catalytic Convertor was replaced under the terms of the warranty extension as consequential repairs related to the engine failure. *** tensioner and bracket assembly do not have to be removed or disturbed during this repair. *** vehicle was then brought back to us 10-13-23 at ****** miles. (approximately 10,000 miles and 7 months later)  *** vehicle was towed in with the belt off of the vehicle and tensioner pulley broken off at the customers expense $155.46. Customer was given an estimate to replace the tensioner assembly and drive belt- $1232.05.*** customer declined those repairs. *** vehicle was towed to customer at our expense. *** customer believes that we should be responsible for the repairs because the tensioner would have been swapped from the old engine to the new engine. *** bracket and tensioner assy are swapped over as an assembly from one motor to the next. We would not have had the tensioner and bracket assembly apart or separated to move from one engine to the other. *** customer does not regularly service or maintain the vehicle here at our dealership.  At the time of the engine repair there were multiple repairs recommended to the customer, including a drive belt that was split in the middle and an AC compressor. *** customer declined all additional recommended repairs at that time. She indicated she would have her mechanic take care of those items. Her mechanic is stating that we broke the tensioner during the engine repair. We do not agree that we are at fault for the condition.
  

  Customer Answer

  Date: 11/18/2023

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

  The dealership was adamant over the phone that the belt tensioner assembly was, not touched, and yet acknowledge in their response here that the assembly was transferred in the engine swap. The silicone had approximately 10,000mi worth of dust on it, indicative of it being damaged by the dealership during the swap. The wrong bolts were used and they were being held in place by silicone also. The belt tensioner assembly is a non wearable part, meaning it does not experience normal wear and tear and it would appear the assembly was dropped during the engine swap and glued into place with hopes it would hold the duration of the warranty on the new motor, which Edmond Hyundai never communicated to me. I was unaware the warranty was expired until reading the response here, further exposing a lack of communication.

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

  

  Business Response

  Date: 12/11/2023

  We had to move the assembly from the old motor to the new motor for the motor to function. The assembly was not dropped.
  
  
  

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I do not believe the service department is being honest about how a nonewearable part was damaged. It has only been acknowledged that the part was touched by the Edmond Hyundai service department as a result of me filing this claim. Now they are not only acknowledging touching the part but removing it from the car and then re-installing after the motor swap. It appears that my initial claim of the damaging occurring to the nonwearable part occurred during the motor swap and that Edmond Hyundai is responsible for not only damaging the part, but using silicone to mask the damage in an effort to withstand the warranty on the new motor. I will add that the car still has not exceeded the 100k miles that the powertrain warranty they offer.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/18/2023

  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.

  I filed a previous complaint regarding this company and the car I purchased on 7/28, the following day I purchased the vehicle I noticed not 4 but many dents on the roof, I took the vehicle to Edmond Hyundai and was told by ****** that he would have it fixed if it would make me happy. I had to call multiple times and I went in person on 9/8 and finally was able to drop it off for repair the following Monday, I received a call it was ready on Wednesday and that they were unable to remove all of the dents and they were not going to. I spoke to the general manager **** today who told me he was not going to fix it he did what he agreed to, there is a fist size dent on the top which lowers the value of the vehicle.

  

  Business Response

  Date: 09/25/2023

  The customer dropped her vehicle off this morning to get the final dent removed. 

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2023

  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.

  After Hyundai wasnt able to fix our car, we bought a 2019 Hyundai ********. Four hours later the car broke down. We had to have it towed. The other Hyundai found a belt was missing. We paid over 160 dollars for the part and another 200 dollars to tow the cargo trailer since it wasnt covered on the roadside assistance. When I asked Edmond to reimburse us they said its not covered under warranty. My complaint is they said it was gone thru prior to us buying yet the part we needed was a belt on water pump that was missing. I want reimbursement for both expenses we incurred.

  Customer Answer

  Date: 09/21/2023

  The attachments I am sending today show what we had to pay for the towing of our small cargo trailer that wasnt covered in our roadside assistance.  Also the statement shows what we paid to have a hitch put on the new vehicle they sold us. This after I told them we needed a hitch.  We were told no problem. But there was a problem. None had a hitch. I was told to go to U Haul down the street to get one on.  Another almost 500 dollars.  

  

  Business Response

  Date: 09/27/2023

  We believe in taking care of our customers at Hyundai I apologize we couldnt get your 2011 Hyundai ******** fixed we do value our customers I do believe that vehicle was in perfect working order when it left our dealership it went through 127 point inspection, if the drive belt was missing Prior to leaving my dealership the car would not have run.
  

  Customer Answer

  Date: 09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue is that the car broke down four hours after driving off the lot.   And that it caused us to have it towed and paying extra just to get our cargo trailer towed as well.  You just said you value your customer service.  In this case I dont think so.  Besides the fact that even though you said no problem in finding us a car with a hitch, you then came back and said you had none.  We had to spend another 500 dollars at uhaul. We are starting to fear we were set up beginning to think we were set up beginning with not sure your old car will make it home to *********. It might but we dont know. Would you think about getting a different car?   Scare tactics?
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/28/2023

  The dealership said drive belt. It was one of the belts that is around the water pump.  They realized we were an older couple and my husband is disabled from a stroke. They not only scared us into buying a car but also gave us in a vehicle that broke down on a busy highway.  

  

  Business Response

  Date: 09/29/2023

  I completely understand and I do apologize.  Hyundai does not believe theyre at fault. The vehicle was in good working order when it left our facility and was sold as-is. I truly apologize for any inconvenience.