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:03/15/2025

  Type:Order 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 am filing a formal complaint against Horne Hyundai in *************** for deceptive sales practices, repeated contract changes, unprofessional communication, harassment, and failure to honor agreements. On January 17, 2024, I purchased a 2017 ********** Tiguan. Initially, the process was smooth, but the dealership changed the contract terms three times after I signed it. Despite rejecting additional charges for warranties, they were added, and I was told I could either sign with the unwanted warranties or return the vehicle. These changes misrepresented the vehicles true cost and pressured me into agreeing to terms I did not want.I was repeatedly threatened with losing the vehicle or the loan approval expiring. These high-pressure tactics violate the Arizona Consumer Fraud Act and ************************ regulations. 48 days later, I was told I had to cover an $1,800 bank fee or return the vehiclesomething that was never disclosed upfront.I also received harassing emails and texts from both the General Manager and **************** Advocate. The stress caused by this situation led to my hospitalization for a stress-related condition. Despite informing the dealership about my medical situation, I was pressured with unrealistic deadlines and repossession threats, even though I was physically unable to meet them.I seek a resolution, including accountability, compensation for the distress caused, and a commitment from Horne Hyundai to improve their practices.

• Initial Complaint

  Date:02/11/2025

  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.

  Purchased from this dealer and it was the worst experience from the beginning, sales woman boldly lied about the modifications to the vehicle, in writing! Upon allowing them to try and fix the issue, it returned in 13 days, I immediately contacted the dealership and asked to be made whole by a total of $2000 in repairs....to a ***** purchase, all levels of management were disrespectful, and told me that I should pay them 3000!! The finance **** was even more rude and couldn't be bothered. I will escalate this until I can be made whole. Avoid these people!!!!!

• Initial Complaint

  Date:06/28/2024

  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.

  Dealership refused to run diagnostics on vehicle to avoid having to do maintenance. Tried to blame me for the issue and refused to accept responsibility for lack of inaction. GM would not even talk about the lack of service and hung up on me multiple times. Refuse to do proper maintenance to the vehicle we purchased from dealership even with it still under warranty.

• Initial Complaint

  Date:05/24/2024

  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.

  I was contacted by Hyundai explaining that with there were two recalls. One was an antitheft issue, and the other one was a spontaneously combusting issue. I was told not to park my vehicle near homes or other vehicles, as it was a danger of it catching fire spontaneously. Unnerving! I finally received notice that there was a fix for both issues. Ecstatic, I reached out to my local Hyundai dealer. I explained that my issue was for recalls they have a fix available. I scheduled a future appointment, they already know what type of vehicle make and model I have. When I went for my appointment, I was told I needed extra services, and I agreed to work, an alignment. After over three hours!!! I went to pay my bill and was told that the recall items for the antitheft and the fire issue were diagnosed, but the fixes were not available at this dealership as they needed to order the parts!!! They know my vehicle, they know why I was there, they know the make and model, they know how serious these issues are, and they still refused to order the parts ahead of time to repair my vehicle. I waited there over three hours after explaining, I was on my way to work, and needed this addressed in a timely manner.Theres a complete lack of empathy, but worse than that theres a complete lack of professionalism. My vehicle may spontaneously combust and burn my home or other vehicles around it! The fix is available, but this particular dealership refuses to fix it.

• Initial Complaint

  Date:03/16/2024

  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.

  Date of Service 3/9 Location Horne Hyundai I brought my vehicle in for oil change, as I have done since its purchase less than two years ago. It was recommended to do 15k alignment which I did. At the conclusion they came out with a Repair Estimate for3 **************************** at a cost of ****** Since the car is new I questioned that this should be under my warranty. The Service Advisor stated that no this is routine service. But he handed me a Repair Estimate, see attached. I said if it's routine service why are you handing me a Red Repair Estimate with the verbiage this is due immediately. Confused and unable to afford the steep service I asked for the manager.The service manager said this is routine. I again said why are you handing me a Red Repair Estimate with the verbiage requires immediate attention. It was obvious they were trying to dance around this and I left in total disappointment. This is a new car that has a warranty. They would not discuss further.I feel it's good judgement that they repair this new vehicle

  Business Response

  Date: 03/18/2024

  This complaint was sent in error as we are not a car dealership. We are an Ophthalmology company. 

• Initial Complaint

  Date:08/27/2023

  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.

  Around a month ago I, the consumer, visited my local Horne Hyundai service center, address located above, to have my transmission repaired. Once the vehicle was diagnosed I decided not to move forward with the repairs. The dealership then said I had to still pay for the diagnostic fee, which was totally acceptable. I paid the fee, and drove my car away. I will say this next part was my fault since I didn't inspect the vehicle before I left the dealership, but as I was driving down the road I noticed a huge crack in my windshield. I couldn't return right away since I had another appointment to get to, but I called the dealership and they said to return the car as soon as I can to inspect the damage. Since my car was at another transmission shop, I couldn't get back to Horne Hyundai until a month later. Once a month had passed, I returned to the dealership only for them to say the crack wasn't under their care and nothing could be done. I then asked to see the pictures they took of my car before my car went in for service and they said the pictures were "too blurry" and couldn't show me any evidence. This made me extremely frustrated because how could a business say the damage didn't occur under their watch, but can't show me any evidence? It doesn't make sense.

• Initial Complaint

  Date:05/16/2023

  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.

  February 13th I, ******************* had taken my 2018 Hyundai Elantra GT to the Horne Hyundai ****************** center. My car had started making a knocking noise that morning and when I made it to the dealership it just stopped running. *********************** helped me and explained the ****** diagnostic fee I agreed. ***** said the car would be held for two to three days and i agreed and went on to rent a car so I could get around. ***** called two days later and explained I needed a whole new engine. ***** told me I didn't have to pay for anything Hyundai was covering everything even the ******. ***** never explained what was wrong or why Hyundai was even paying. ***** tells me that the car will be kept for as long as a month and that's it. this was in Feb. 14th. Next day I extend my rental. On Feb 26 I returned to my rental. Luckily the car was done two days after. perfect! NOPE they wanted me to pay to put oil in the new engine they just placed in it. when I told ***** the car rental company wiped me out his words exactly " I didn't tell you, you could have had a rental through ** since we had your car?" NOPE not once. He refers me to the refund team and they inform me I cant get my full **** dollars back due to their daily cap! I asked the account to be noted that my mother passed since we both are on the account and we proceed. I send all the needed documents and waited a month in I hear nothing I call and they tell me they need something else that's the hold up but they never reach out so I send it in and wait two more months. Monday may 15th I get the check in my deceased mothers name not mine. I call and ask for the check to be reissued in my name and they tell me it can't be reissued just cause the car isn't registered to me. All documents sent in have my name on including the one i'm seeking the refund for, They have no problem asking me for money for a car that is not registered to me but have a problem paying me back the money.

• Initial Complaint

  Date:11/17/2022

  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.

  We dropped off our car Thursday night about 7PM. The car was supposed to go in Friday morning but we dropped it off the night before. Our car is a Hybrid Hyundai Sonata. It had been running hot. I got a call Friday morning at 9AM SAYING THECAR WAS READY! Wow, that was fast. The dealership said they had flushed the system and checked it out and it was runny great. We picked it up Friday night after work and TRIED to drive it to ****** the next day. The car started to have a smell like it was running hot, but the temperature didnt read it was running hot. Come to find out their was no fluid in the radiator. We pulled over, looked at the engine (the engine was smoking) and notice a hose was broke!!! We got a tow truck to bring it back to the dealership where the dealership kept our car for 10 days when they finally were able to contact us and say the water pump was blown. We reminded them how they told us everything was fine and we had just picked up the car initially because they told us everything was fine!!! BTW our 86 year old mother was with us on the side of the road waiting for hours for a tow truck and having to practically lift her into the tow truck to get a ride home. But this dealership thinks that though they had it the day before for the exact same problem it was having when we brought it to them they bear no responsibilitypretty sad!

• Initial Complaint

  Date:08/15/2022

  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.

  In November 2021, I bought a 2016 ***** Colorado pickup truck from Horne Hyundai. They promised to perform any repairs needed prior to releasing the truck to me. They sent the truck to Autonation for repairs. 3 months later, the fuel pump and transmission had allegedly been replaced. I had to call weekly for updates as they didn't call me as promised. In February/March 2022, I picked up the truck. I had temporary license tags on the truck, waiting on the license plate. The temporary tag expired in June 2022. I went to the dealership to speak with the General Manager. He spoke of issues obtaining the title for the truck and gave me another temporary tag. He promised to refinance the truck, lowering the payments, and reducing the overall cost of the truck by $1000. Recently, I took the truck to go camping at a lake 3 hours from home. When attempting to come home, the fuel pump went out. I spent $800 on towing fees to get my truck and myself home. When I called the dealership, as my truck is under warrenty, the General Manager lied about refinancing the truck, stating that it had already been done. It had not. I am still paying the same amount in truck payments. I want the truck fixed and to reimbursed for the towing, due to the fact that the fuel pump THEY replaced went out in 6 months and **** miles. My wife and I have tried to contact them, but they are not returning our calls.