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:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: April 3rd, 2025 Transaction amount: $20,000, amount financed $33,000 Transaction for a 2019 Porsche Cayenne for $53,000 Dealer was supposed to provide a functioning vehicle and vehicle was defective with over $15,000 in damage. Dealer also stated if the vehicle was defective I would be issued a refund. Now it's been 2 weeks since I returned the vehicle and I have to constantly call them to get the same update over and over that they are waiting on an assessment.

  Business Response

  Date: 04/22/2025

  The funds are being refunded today  - less the $300 transport charge.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23232286
  
  I am rejecting this response because: I did not receive a refund and have not seen the loan canceled. This is preventing me from buying my next vehicle. I have followed up several times myself. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/24/2025

  The refund has been processed.  It may take 3-5 business days for the funds to fully be returned to your bank, as with all credit card refunds.

  Customer Answer

  Date: 04/25/2025

  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint to the Better Business Bureau against Vandergriff Hyundai, located in *********, *****, regarding deceptive and potentially unlawful practices involving the refund of a vehicle down payment.On March 5, 2025, I purchased a 2021 Hyundai ****** from Vandergriff Hyundai after being approved for financing through ********. I paid a $3,000 down payment, signed all necessary paperwork, and was allowed to drive off the lot with valid insurance.Nearly six weeks later, on April 16, 2025, I was notified that ******** had canceled the financing agreement. The lender claimed that the insurance documents had been alteredan accusation I strongly deny. Consequently, I was forced to return the vehicle to the ************* the time of return, Vandergriff Hyundai assured me that my full $3,000 down payment would be refunded. However, I was only issued $2,587.25, with the dealership withholding $412.75 for mileage put on the vehicle while it was in my possession. This deduction was never disclosed in the original contract or at any point during the transaction.I believe this constitutes a deceptive business practice. I did not cancel the transactionLendBuzz did. I returned the vehicle in good faith and followed all required steps. The dealership's decision to withhold part of my down payment, without prior disclosure or consent, is both unethical and, in my understanding, illegal.Despite several attempts to resolve this issue directly with the dealership, including discussions with a representative named ********, I was told that nothing could be done and that I have to be charged for the mileage on the vehicle. I am seeking assistance from the Better Business Bureau to resolve this matter and recover the remaining $412.75 that was wrongfully withheld. I am happy to provide supporting documents including the purchase agreement, lender communications, and dealership correspondence.

  Business Response

  Date: 04/22/2025

  When the Lender called to verify that the deductible matched the binder provided by the customer, it was confirmed to be altered therefore the financed was cancelled and there were no other approvals available.  When the vehicle was returned to the dealership there were excessive miles on the vehicle and the splash shield was hanging off the vehicle  - this is where the deduction of the refund was derived.  Our GSM ***** **** has spoken to the customer and believes Mr. ****** understood.

  Customer Answer

  Date: 04/23/2025

  Complaint: 23224340
  
  I am rejecting this response because:

  Vandergriff Hyundai is lying and fabricating more lies about the vehicle that was returned. First and foremost, the vehicle was never returned with a splash shield hanging off the vehicle. The dealership removed the splash shield because it began to drag down on me after I purchased the vehicle on March 5th. A heavy set gentlemen with a ***** personally removed the splash shield after I agreed to have it removed free of charge.

  sales manager ***

  secondly, Vandergriff Hyundai is in violation of the Texas Deceptive trade practices act as I never agreed to be charged for mileage put on the vehicle nor did I agree to any such thing at the time of purchase. Vandergriff is wrongly withholding my money and I am demanding the rest of my $3,000 down payment back because this is highly illegal and deceptive. The dealer has no right to withhold my money without prior agreement, which included mileage. 

  Business Response

  Date: 04/23/2025

  The remaining $412.75 has been refunded to your card.  A copy of the receipt is attached for your reference.

  Customer Answer

  Date: 04/23/2025

  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, however this businesss rating should be lowered as they engaged in deceptive and unlawful business practices and stole funds from me without my consent after the vehicle was returned and I was promised a full refund The dealer then proceeded to lie on the BBB portal after I made my initial complaint saying the vehicle had a damaged part when the part was removed prior to returning of the vehicle. Furthermore, the dealer violated the Texas Deceptive trades practices act by engaging in this behavior and wrongly withholding my down payment when no agreement was signed or disclosed to me prior.  
  
  Regards,
  
  ********** ******

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme frustration and disappointment with the 2025 vehicle I purchased from your dealership. I bought the car brand new, and it only worked for three days before it completely broke down while I was driving it to work. I cannot emphasize enough how thankful I am that I wasnt harmed, but this experience has left me deeply ********* took several days for your service team to identify the issue, and once they found it, they ordered the necessary part and installed it. However, shortly after that, the car began to smoke, which is absolutely unacceptable for a brand-new vehicle. Now, Im left waiting for yet another part to fix this new ********** this point, I am terrified to drive the car, given the ongoing issues and the fact that it has less than 300 miles on it. I have had the car for only three days, and it has already shown more problems than I could ever expect from a vehicle of this age and ************ make matters worse, I did not finance the car through your dealership, so while they have already received payment, I am left without a reliable vehicle. I am now requesting a replacement car, as I no longer feel safe or confident in the one I purchased.I trust you understand how incredibly upsetting and frustrating this situation is, and I expect a resolution as soon as possible. Please contact me to discuss how we can proceed.

  Business Response

  Date: 04/22/2025

  We are actively working with Hyundai and it's Techline to repair your vehicle.  One part arrived today, but another is on backorder unfortunately with no ETA at this time.  The customer is welcome to contact ********************** but we are doing everything possible to repair the vehicle to the best of our ability.

• Initial Complaint

  Date:03/21/2025

  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.

  Purchased new ******************** on 10/31/24 picked up vehicle on 11/7/24 returned due to Chassis Control Unit error on 11/11 and it all went done hill from there. I was told my vehicle was ready on 12/12/24 , however when I arrived I had delivered the car with approx 83 miles on the car, it now had over 200. Before I could even take possession of the vehicle, the same error occured before leaving the lot. The dealership then had my vehicle for another month. In Jan 2025 when I was too the vehicle was ready. I discovered another of damages done to the vehicle. A dent on the driver side passenger door, scrap in the tint in the driver side door, and ever place where they dash had been pried open showed extensive scratches, prie marks or damage. I insisted this was a new vehicle and I would not accept in that condition. A month later on 2/7/2025 I was told the vehicle was ready yet again. Only to see that not all the damage was repaired. I picked up the vehicle on 2/18/2025. The scratch in the tint was still there but every thing else appear to be fixed. Its now 3/18/2025 and I notice today the windshield cleaning system is not working. I know it was working when I purchased the vehicle so I can only assume they had to disconnect in repair and they failed to reconnect it correctly. I have contacted the service manager, the sales manager, the general manager and even filed a complaint with corporate Hyundai. I will say that Hyundai corporate did respond but only saying it doesnt qualify for lemon law because it has not been fixed for the same thing four consecutive times. Ive spent 50K for a suv, not to mention a $200 increase in auto insurance for a vehicle that is spending more time in repair that my enjoyment driving it. I would very much like them to buy this vehicle back and look me to sever my relationship with Vandergriff Hyundai of Arlington and Hyundai Corporation in whole.

  Business Response

  Date: 03/24/2025

  We sincerely apologize for any issues that youve had since you purchased the vehicle, and will continue to work through any issues that you may have until we can address all of your concerns. Please feel free to email me directly at ********************* to discuss in further detail.
  
  In regards to your request for a refund on the vehicle, this request is handled by the manufacturer. I do recommend you reach out to Hyundai Consumer Affairs at ************

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand-new 2025 Hyundai Tucson Hybrid from Vandergriff Hyundai in *********, **, on 03/03/2025. However, within minutes of driving and less than **************************************************************************** the middle of the highway, posing a major safety risk to me and my family.?? ***** Issues:? The vehicle became undrivable within minutes of purchase.? Vandergriff Hyundai refused to provide a refund (buyback) and instead pushed for repairs.? Hyundai Roadside Assistance took 1.5 hours to arrive, leaving my family stranded on the highway in dangerous conditions.? I formally requested a refund from Hyundai Corporate, but they have delayed providing a resolution.? Despite my clear request NOT to repair the vehicle, Vandergriff Hyundai performed unauthorized repairs without my consent.?? Key Concerns:? This vehicle had a major mechanical defect immediately after purchase.? Vandergriff Hyundai claimed to have "inspected" the vehicle before delivery, but the car failed almost immediately.? Hyundai Corporate is delaying my refund request, and Vandergriff Hyundai refuses to cooperate.?? What I Want:I am formally requesting a full refund (buyback) of the vehicle, including all taxes, fees, and add-ons. Since the car became undrivable within minutes of purchase, this falls under Texas Lemon Law and UCC ***** (Revocation of Acceptance).This case is currently under review by the **************************** (Case # **********), and if Hyundai does not provide a refund, I will escalate this to legal action and arbitration.?? I request BBB intervention to ensure that Hyundai Motor America and Vandergriff Hyundai provide an immediate resolution.

  Business Response

  Date: 03/24/2025

  We sincerely apologize for any issues that youve had since you purchased the vehicle, and will continue to work through any issues that you may have until we can address all of your concerns.
  
  In regards to your request for a refund on the vehicle, this request is handled by the manufacturer. I do recommend you reach out to Hyundai Consumer Affairs at ************

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 3, 2025-Jan ****** I took my vehicle back to Vandergriff Hyundai because my brake lights and interior lights would not go off after the car was turned off. The lights being on all night drained my battery. I didnt want to risk this happening again, at work or anywhere else, other than my home. I had the battery jumped in order to drive it to the dealership.The Service Representative checked the vehicle in and told me a multi-point inspection would be performed, and he would let me know what the results were. I attempted to explain to the Representative that I just had several repairs and the multi-point inspection done in Nov 2024, but he stated that another inspection was needed. I didnt understand that because I rarely drive my vehicle so in order to get it checked in I authorized the inspection. Please be advised that the inspection had several of the same items, that were allegedly performed in Nov 2024! The unbelievable and excessive quote he gave me, was for $11,001.19, and I respectfully declined those services! I paid for the services that were needed, and the reason I brought the vehicle there in the first place for the lights not going off, causing the draining of my battery. I also purchased windshield wipers as I realized those needed to be replaced.The services I paid for were in the amount of $387.07 for a new battery, windshield wipers, and the Brake pedal stopper!

  Business Response

  Date: 02/10/2025

  Good afternoon,

  
  Thank you for bringing this matter to our attention. It Vandergriff Hyundais policy to perform a thorough multi-point inspection on every vehicle that comes through our service department. We perform this process at no charge on every visit, no matter how recent because we acknowledge that issues, and road hazards can occur at any mileage and at any time. We want to ensure the safety of our customers upon every visit by making recommendations that are based on two factors time/mileage, and a visual inspection.

  
  After reviewing the multi-point inspection from previous visit November 2024, and the visit in January 2025 it was determined that the inspection from January 2025 did not contain the same items that were previously recommended. The vehicle, a 2014 Hyundai Santa Fe with ******* miles appears to have multiple suspension components that show visual signs of wear at the rubber bushings. These inspections are performed with the intention of our customers making informed decisions on the current state of their vehicle.

  
  Please see attached quotes that were presented from November, and January visit. The payment that was received in the amount of $387.07 for the repair order in January were for services rendered and we will not be offering a refund.

  Customer Answer

  Date: 02/11/2025

  Complaint: 22920509
  
  I am rejecting this response because:
  

  I will follow up with an attorney in this matter, due to potential fraud, unfair business practices, and breach of contract.  

  Anyone with common sense would never agree to repairs for an inflated estimate for repairs  in the amount of $11,010.19,from this company, who has several complaints filed against them!  It would be a better option, to invest $11,010.19  in a brand new vehicle, with a warranty for 10 years on Hyundia vehicles!  There is no way that the items listed in the inspection from Jan 2025, would have been missed from the inspection in Nov 2025, as I specifically asked the technician to do the deep dive inspection as my vehicle is older, but has never given me any issues.  

  
  Regards,
  
  ***** D. ********

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2024, I went to Vandergriff Hyundai and expressed interest in a vehicle that was listed on the internet for $31,998.00. Upon discussion, I was told that I could get the vehicle for this price, plus Tax, Title and License which came to Approx. $34,800. I agreed to this price and worked with ******* ******* on financing. Upon reviewing paperwork, I expressed concerns on the figures shown. He assured me these fees would not be attached to final paperwork and that when I returned to pay the remaining down payment, I would receive proper paperwork. Upon return on 11/30, I paid the additional down payment and was given my paperwork. Before leaving the parking lot, I reviewed the documents and immediately noticed that I was being grossly overcharged with additional fees for a warranty that I was told was automatically included and also noticed the price of the vehicle had been changed to $37500 plus tax title and license. This is not what I agreed to and I feel the dealership took advantage of my limited experience purchasing vehicles. I have owned my other vehicle since 2013, so it had been over a decade since going through this experience. I went back into the dealership and spoke with ******* ******* who assured me he would get this fixed. He even sent me an email confirming my concern and request for resolution to commemorate the moment. To date, this has not been resolved. I also spoke with ******** ***** and **** *****. ******* assured me he would follow up but has failed to do so. Proper resolution is to adjust the price accordingly to what was listed online. I am not asking for anything for free, only what it is supposed to cost.

  Business Response

  Date: 01/09/2025

  We have spoken to this client and we are issuing a refund for the difference and cancellation of products. 

  Customer Answer

  Date: 01/16/2025

  Complaint: 22786096
  
  I am rejecting this response because: The dealership has not completed the reimbursement process and has not effectively communicated with me since 1/11/25. I wish to leave this case open pending the completion of what was promised. I have emailed and called with no response and no confirmation of payment being sent to **** nor any status update on the reimbursement of the product. I understand the product reimbursement may take some time, but they reimbursement for the price difference should be straight forward. Please do not close this case pending a reply and a confirmation of resolution. 

  
  Regards,
  
  **** ****

  Business Response

  Date: 01/16/2025

  We have already started the process of reimbursement for the difference. It should be resolve and updated in a few days. 

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against Vandergriff Hyundai, located at ************************************************************************, for unprofessional conduct regarding the sale of a defective vehicle and failure to uphold their refund promise.On November 30th 2024, I purchased a vehicle from this dealership and paid a $1,500 down payment. Shortly after taking possession of the car, I discovered it was severely infested with roaches, creating an unsanitary and unsafe condition. I immediately reported the issue to the dealership, returned the car, and after discussing the matter, they agreed to:1.Refund my $1,500 down payment, and 2.Void the auto loan associated with the purchase.Despite these assurances, I have not received the promised refund, and the dealership has failed to provide updates or respond to my numerous attempts to contact them regarding this matter. I have already received a statement from the bank regarding the auto loan payment due on December 30th and am urging this situation be resolved before then. This situation has caused me significant financial and emotional stress, as I am currently left without a resolution or a usable vehicle. I kindly request that the Better Business Bureau intervene to ensure that the dealership honors their agreement by refunding my $1,500 down payment and formally voiding the auto loan.Thank you for your time and attention to this matter.

  Business Response

  Date: 12/16/2024

  We have refunded the down payment as of today.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was serviced extremely well until I left the dealership. A month later, my car was stolen. I was never offered gap insurance or any warranty. The representative basically stated that because I wanted a low payment, they didnt offer any warranty. Now Im carless with 3 children during the holidays, and the car company cant provide any service. Of course, they are blaming me for not wanting a $500 car payment. I asked several times if the vehicle came pre-loaded with the anti-theft software. Vandergriff keeps saying its not under warranty. The anti-theft isnt a warranty; it is a deterrent for theft.

  Business Response

  Date: 12/23/2024

  We are extremely sorry to hear that you vehicle was stolen. So that we may be able to better assist, please reach out to me directly at ********************** or you can contact Hyundai Consumer affairs at ************

  Thank you,

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

   

• Initial Complaint

  Date:12/06/2024

  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.

  Heres a well-structured complaint for the BBB based on everything youve shared so far:Date of the transaction: November 16, 2024 Amount paid: Please refer to attached documents.Complaint Details:On November 16, 2024, I purchased two vehicles, a 2024 Hyundai ************** and a 2024 Hyundai ******, from Vandergriff Hyundai. At the time of purchase, I explicitly told the salesperson, ******, that I did not want any additional packages or warranties. However, it was not confirmed whether these were added or not. After reviewing my contracts, I discovered that additional packages and warranties were indeed included, significantly increasing the total price of the vehicles.I returned to the dealership on the following Monday, November 18, 2024, to request a cancellation of these unnecessary packages and warranties. The sales manager I spoke with admitted that these additional items were the reason for the high cost of the vehicles. However, the contracts I was provided do not explicitly state which packages or warranties I was paying for; I was simply asked to sign paperwork without a clear breakdown or explanation.Since my visit, I have struggled to get a clear answer from the dealership regarding whether my request to cancel the packages and warranties has been processed. I am concerned that the delay may be intentional, potentially exceeding the 30-day period and leaving me unable to address these ********* assist with this complaint, I have attached screenshots showing the expected price range for both vehicles compared to what I was charged. I strongly believe that the dealership has acted in a misleading manner by failing to provide transparency during the sales process.I would appreciate your assistance in resolving this matter promptly. I can be reached at ************ if further clarification or documentation is needed.

  Business Response

  Date: 12/06/2024

  The warranties were cancelled and the process is just pending. The vehicle's were purchased recently so once both loans are set up, the cancellations will take into affect of the warranties.

  Customer Answer

  Date: 12/09/2024

  Complaint: 22649658
  
  Wow Im not specifically denying the response, I still am left with a? As far as the amount that is being returned back to the lender in regards To the add-on packages and warranties that are being Both vehicles.

  Again, please tell me what are the amounts that are being canceled and confirm if I am only being charged for the specific price of the vehicle including any taxes and or required fees? Please see the attached screenshots in the original complaint and confirm if those are the amounts that I am paying for the cars. 
  

   

   

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

  Business Response

  Date: 12/09/2024

  Our finance director gave you a call and should have given you the information you are requesting. 

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am satisfied with the resolution as it stands currently. 
  
  Regards,
  
  ******* ******