Complaints

This profile includes complaints for Lithia Hyundai of Odessa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lithia Hyundai of Odessa

  5000 John Ben Shepperd Parkway Odessa, TX 79762

• 

  Lithia Hyundai of Odessa

  5000 JBS Parkway Odessa, TX 79762

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:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was sold a used car that was not checked for computer problems or disclosed that there was wiring for a sound system hook up to the computer in the car. the car flashes every warning sign all at once and stays on. it becomes hard to drive and turn the wheel at this point. i also had 4 recalls in just a month or less when i took it in to get fixed and they said its be 6 weeks before they could get to me.

  Business Response

  Date: 07/18/2024

  Hello, 

  The circumstances are a little different than laid out here. The car was a used **** we cannot fix the recalls as we are a Hyundai *********** and we cannot pull up the recalls on an off brand to know that it had 4 recalls. The prior customer that owned the car apparently had a speaker system installed in the car when said customer owned it. When I looked at the car as a trade in that car had no stereo speaker system in it. The wires were cut under the carpeting and hidden where we could not see it when we (the dealership) did the used car inspection. There were no electrical problems on the car at the time of selling it. The customer did not have issues till after having the car and driving it, no one knew. The customer had scheduled an appointment with us to fix the car but we were weeks out, so the customer decided to take it to the Kia *********** which is when they found out it had 4 recalls. Yesterday, 7/17/2024 was the first I had heard of this after the customer came into speak with me. They had a diagnosis fee at the *** store because they chose to take it there rather than coming to our appointment here. I paid that diagnosis fee, that i did not have to pay as it was the customers actions to take it to another dealership. I gave the customer a loaner and have their car here so that I can take out the wire that no one knew about and was causing issues. At this point the customer is out nothing and I have paid for everything and will get their car fixed as soon as possible so they can have their car back. I am not sure what else to do at this point. 

  Customer Answer

  Date: 07/31/2024

  Complaint: 22004291
  
  I am rejecting this response because:

  i just got the email about the response from the dealership i filed a complaint on and very disappointed in the reply. they were the ones that told me it had recalls on it and to take it to *** to be fixed because they could get me in faster. that is when we found out about the fried computer from the sub wires that were in there that we were not informed about. mind you there is a bright orange wire under the hood that i find hard to believe they didnt know about. then we took it back to the dealership because thats where we thought we had to take it with our warranty and were informed that was not the case and they called *** to make sure they took our warranty so that when we took it back after they called to verify and told us to take it there. *** told us warranty wouldnt cover it because of aftermarket alterations that were already done to the car and they still sold us warranty that wouldnt cover it. we then we back to speak to upper management complaining about all of this and said it was then that told us to take it to *** and that why we werent paying to get it out of there to bring to lithia. they had no problem doing so knowing it was on them. when we went to pick up my car they ended up not even charging the dealership so they lied about paying anything because they didnt charge them. when we took it to lithia they did give me a rental because i made a big deal that my husband works full time an hr from home and i am currently pregnant and also have a diabetic child and cannot be left without a vehicle when we have no family around us to come help. i dont appreciate them lying trying to act like they did no wrong. i have worked in the car industry and know how they are. since dropping my car off on the 17th i have not received a call or text with an update on my car and when calling they never answer their phones. the car is supposed to be getting fixed and thats great and i am satisfied with that and it not coming out of my pocket but i am not satisfied with the lying trying to act like they did no wrong when this is all dealerships do is s**** people over and think they can get away with it because no one will stand up to them. 
  
  Regards,
  
  *******************

  Business Response

  Date: 07/31/2024

  This is getting way out of hand. *********** at no point did you make a deal about it, you talked to me, *********************. You never told me you were pregnant nor had a diabetic child. I immediately told you I would give you a loaner and that I would pay for the diagnostic fee, you said the *** store was charging you. If they didn't charge anything, how can we lie about that, the fact that I offered to pay for it and there was no charge does not make me a liar. Right now, the lies are coming from your end, you and your husband were both very appreciative when you were here, if you weren't then I wish you would've said something to me at that time. When we originally sold the car we did not know there were recalls. Yes, as this all started was when that came about, we try and send the cars to the manufacturer to get the recalls done if it is not our brand before we sell them for the safety of the customer. 

  I did not have to give you a loaner but I did to make this easier on you and your family, if you are not appreciative of that I am sorry. We explained it was electrical and we would have to chase out the problem. As I told you there was no visible wires when I looked at the car as a trade in. The *** store found the wire which is why the wire is showing.

  I also told you the warranty will be taken care of, according to your husband when you guys were here, they told you the warranty was not valid, as I explained then and now that was your manufacturer warranty, the extended warranty was different. 

  we are currently working on your car, You are more than welcome to bring the loaner back and pick up your car and take it to the *** store and I will pay for that.

  Customer Answer

  Date: 08/01/2024

  Complaint: 22004291
  
  I am rejecting this response because:

  it is very clear i am pregnant and i did say my husband works all the time i have a job and with being pregnant need a vehicle. they said in the previous response they paid for everything at *** which is a lie because we were given a number for the service manager to give to *** about payments. when *** returned out of office we were handed our keys and told they were not charged i just didnt appreciate it being said it was paid for when it wasnt (a lie).

  Next issue is i said we were told by lithia that there were recalls which is true after 2 weeks of having the car i was told by the front seat at service it has 3 recalls and i can either wait 6 weeks because they are booked out or can take it to ***. 

  Next is where lithia stated not to tell us to take it to *** when they absolutely did the first time and even called to check about the warranty the 2nd time before we took it. 

  i am appreciative that they are fixing their wrongs which they should. i dont appreciate the lies to try and not look bad and to cover themselves. at the end of the day it he said she said but i needed to speak my side.

  my last issue is when calling to check on my car for an update i can never get ahold of service. i missed 1 call after going up to service and asking for a call and tried to return it but once again no answer. we were told itd would start being worked on the next day and that it should be a simple fix which is great if just like an update on when i will have my car back. it currently has been there 2 weeks.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/05/2024

  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: July 25, 2023 Amount of transaction: $159.99 plus tax Lithia Hyundai stated that the ************** would be active. The subscription service was not active for 15 days because no one would get me as to who was in charge of the service. The nature of my dispute is that when I spoke with *** the Sales associate, he stated to me the different prices, which no one told me about when I first inquired about the item and service. *** stated to me in August 2023 that he would call me with a decision as to what the owner or manager would decide to do with the LoJack and the subscription. *** called me to let me know that because of all the miscommunication and short comings of the dealership and its associates not handling any of my problems and issues they have all contributed to me being so upset and at my **** end as to what to do next to get the little to no respect for customer service, that I would be given a subscription for 3 years at no added charge. I went in January 3, **** to get my car serviced and to let the service department know that the ************** hasn't been working since Mid-November. I wasn't able to get with *** as usual. So I was put in touch with ********************* who said that he would talk to *** and get my problem taken care of. I don't trust any of the people employed at Lithia Hyundai. So I am hoping this works out well enough. But if it doesn't, I am ready to legally have something done. INVOICE # ******

  Business Response

  Date: 01/08/2024

  ************** came in last week asking a salesperson to activate the Lojack device. I reached out to ****** and asked them to research the issue. They stated there was a glitch in the system at Lojack and it put it back in our inventory. While on the phone with Lojack they activated the device when ************** was here last week.

  Customer Answer

  Date: 01/09/2024

  Complaint: 21101478
  
  I am rejecting this response because:
  I left the dealership with no resolution and if the service was reactivated, why did no one call to tell me that the service was reactivated?  Like I stated earlier and many times before the customer service and communication with the staff at this dealership is horrible and nonexistent. No matter how many times I try to explain to people there that they must do above and beyond with the customers that keep them in business.  Until then I will not have positive

  things to say about this dealership  
  

  Regards,
  
  *****************

  Business Response

  Date: 01/09/2024

  Hello, I am sorry that no one called you and we haven't done a job acceptable for you. I was told you had wanted this to be reactivated. I informed our finance manager that activates these things to activate it. Which is what I was told you wanted. I am not sure how to make you happy, please let me know and I will do that. If it is a refund I will deactivate the Lojack device and reimburse you. Please let me know what will make you happy at this point, if anything. I didn't reach out to you because you contacted the BBB, when that happens, we are instructed to converse through this portal. If you would like mew to call you, please let me know in here and your number and I will reach out. 

  Customer Answer

  Date: 01/09/2024

  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.
   
  Thank you for your response. Im just not happy with any of you guys service or customer service.  You cant make up for it.  I purchased for Michelin tires for my vehicle and I never received any warranty information from **** and I found out that the new girl that was helping **** was fired over it.  Even though during the whole time I never got a response from anyone in service. The whole ordeal cost me a night of work and I sacrificed my salary and a right up.  Then this ordeal with the LoJack and it has been ongoing.  But it was made clear to me and I have the text to prove it that *** or ****** would contact me back with some sort of information.  That was why I contacted BBB.  And to be honest on the initial complaint sent to you stated that someone contact me for a resolution  so I dont know why you would say that you didnt know how to contact me   OKBut thank you for making me go the long way.  But I can suggest to just about every one that works there   **************** must be improved. It will hurt you guys and I will keep posting reviews good or bad.  When I first started going to you guys it was great  I didnt have a problem until July of 2023. I dont know what has changed be the customer service has gotten so bad.  Thank you again for taking care of my problem  

  Regards,
  
  *****************

• Initial Complaint

  Date:08/17/2023

  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.

  June 1st 2023. My car broke down due to a recall that also turned into a class action lawsuit. Since then I have gotten 1 update that my car is finally in the shop about 3-4 weeks ago. I have been in touched with the customer service department. I have a national case worker who has also been trying to get an update about my car and she has had no luck getting in contact with them for an update. All I want is for my car to get fixed and to get it back. Me and my fiance work at two different hospitals for different shifts.

• Initial Complaint

  Date:07/07/2022

  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 have called, left messages, and twice driven to Lithia Hyundai of Odessa to get my new Tucson fixed. The dashboard goes from fine to flashing all the warning lights, without warning. The a/c shuts off and you can't see your speed and all of the sensors that make this a "safe" car malfunction. There is no rhyme or reason.The service department is over 30 days out and will not see my car sooner. The salesman who sold me the car said I could trade my car in for one of two upgraded Tucsons for about $20/month. No. I just want my car fixed and those are the solutions. Perhaps they could pay for a service station in Midland fix it? I am taking it to Lone Star on Friday to see if they can fix it. I can't drive out of town or do anything until this is done. I want them to pay for my new car if there is a fee this Friday.

• Initial Complaint

  Date:06/29/2022

  Type:Service or Repair 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.

  I bought a ********** on March 10th 2022 and purchased the powetrain warranty for $3500...3 weeks later the epc light started flashing the engine light started flashing and the engine was shaking violently. I drove it home immediately and it has been parked in my driveway ever since. The salesman put me in loaner vehicles for months and eventually told me my warranty claim was denied even though no one ever came to look at the. He said the ********** dealership was going to charge $230 an hour/10 hour minimum and it wasn't even worth it to look at the **********. He told me my only option is to buy a brand new vehicle and self surrender the **********, which I did but I'm not happy about it because I'm losing $3000 that I sank into the ********** and my payments went up $180 and the ********** is going to hurt my credit. They should have honored the warranty that I paid for

  Business Response

  Date: 07/09/2022

  let me first start by apologize for what sounds like a terrible experiience. with it being Saturday i cant do much but i will reach out to you on Monday.  

  Customer Answer

  Date: 07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  They did not contact me on Monday like they said
  
  
  Regards,
  
  
  *********************