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:11/16/2022

  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.

  I purchased a 2018 ********** EV from Russell Westbrook Hyundai of Anaheim on 10/25/22. At the time of the purchase and pre inspection of said vehicle I noted to the salesman that the car did not have the requisite charge cord in the storage area in the rear of the vehicle. The salesman told me that they do not leave the cords in the vehicles on the lot to avoid theft of said cord and that they had the cord(s) in the sales room storage area and it would be put in the car at signing of the purchase contract. The transaction was completed and I was informed that they were unable to find the charge cord and they would locate one and I could pick it up after they get one. That was now over three weeks ago and an entire text message chain that I have had with the salesman. He has been responding that he is trying to get an answer from both sales management and service management. He informed me that one has been ordered for me. I have asked for him to forward me via text attachment or via email a copy of said purchase order but nothing has been sent including a reply text that such documentation would be forwarded!Owning an EV with the inability to charge it at home is like owning a gas powered vehicle with the gas cap welded shut!!! I find this unconscionable, a dereliction of responsibility and failure to honor what the vehicle list says is included with the purchase of this car. Misleading at best and fraudulent business practice at worst.I am tired of what is obviously a "run around" from this dealership and hope BBB can assist in resolving this situation.Thank you,****************

• Initial Complaint

  Date:11/10/2022

  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 2017 Jeep Cherokee at the Russell Westbrook Hyundai of Anaheim in August of 2022. A couple weeks later the gear shift locked on me and the dash board lit up with an error message stating that the gear shift needed to be serviced. When I brought the car into the dealership the service manager ****** told me that he saw the error message, performed a full vehicle inspection, and had run the car through a full battery of test and that there was "nothing for him to fix." He handed me my keys and sent me on my way. On September 21, 2022 I cut the car on in the morning and an error message came up stating that the engine temperature was hot; I immediately cut the car off and waited until the following morning to restart it because my intention was to bring it into the dealership to have it checked out. The next morning September 22, 2022 I cut the car on and the car began to shake uncontrollably and it sounded like it was struggling to start. After several attempts I was able to get the car started and immediately drove it to the dealership. ****** stated that all of this was caused by a loose s**** that was connected to the battery. He said that it had been fixed and that the car was good to go. A few weeks later the engine overheating message was back; I called the dealership and left a couple of messages with the service department explaining the issue because the dealership told me not to come in without an appointment and no one returned my call. On October 30, 2022 the car broke down on the side of the freeway. ****** said this was caused by a busted hose that was connected to the coolant. He said that it would need to go to the Jeep dealership to be repaired. I was informed by the service manager at Jeep today on November 10, 2022 that the engine would need to be replaced. My experience with their service manager ****** throughout this ordeal has been very unpleasant and I will be filing a complaint with the ************************ as well.

• Initial Complaint

  Date:10/17/2022

  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 just bought my used vehicle today and drove it home. I was looking over my contract again before I send it to my credit union tomorrow and noticed they charged me for product I specifically did not want and also was stated by the car salesman that it was included eluding to the fact that it was covered by the dealer. I called the salesman back who was very nice during the purchasing process and when I called back for an explanation started snapping back at me stating, You signed the paper, you signed the paper! He wouldnt even listen to me so I figured I would just file this with the better business bureau for lying to customers. Even during finance, while I was signing all the documents, I verbally asked, Are all of these covered by the dealer?, like was previously stated and he said yes. Now, looking over the paperwork hours later realized it was added to my final purchase price. I did not request any of the follow: ELO GPS for $1995, Ally Theft protection for $1495 JM&A Appearance Package for $1995, ***** fill tires for $495. None of these were even explained to me and I specifically remember telling the salesman I dont want an electric license plate and upon driving the vehicle home he started to s**** it in the vehicle and I said I guess its good it was included because Im going to replace my physical license plates the second they come in the mail. He tried to get me out of there as quick as possible, and when I tried to call back would not even listen to me. I purchased the car less than 12 hours ago and would just like a refund on the OPTIONAL charges that were stated they were going to be covered by the dealer. You cant say something and then do the complete opposite and slip it into the contract hoping people wont notice. I unfortunately noticed a few hours after and am now only asking to refund OPTIONAL charges that were originally today they were not going to be on the pricing.

  Business Response

  Date: 06/26/2025

  ****** purchased a car on 10/9/2022. He was presented with the protection package and the benefits and they were presented on the proposal he signed. He went to finance and signed and agreed to the options. Once he went home and reviewed the contract he called and wanted the extras removed. Finance worked with him to resolve the issue and ultimately make the changes he requested. 

  Customer Answer

  Date: 06/26/2025

  Shady business tactics.  After I went in the next day I told them I wanted my old car back and them to take the truck back. They then proceeded to negotiate with me again with the "optional" packages and that I didn't want any of it.  $500 for nitro filled tires?? I can go to ****** and get that for free. Also, after having the car, they negleted to tell me that the car was repainted and the pain started to chip and strip a year after I bought it.  They just watned to get the car off the lot and they wanted to make some extra cash by sliding in the extras.  They SPECIFICALLY told me that it was included and the salesman was a liar.  You can refute all you want, but I'm sorry that I trusted a verbal assurance from multiple people and then had to get home and read the paperwork over again to see that the things they said were "included" were actually an extra charge.  My fault for not reading closer while signing ultimately, but I can guanteee I will never come close to this dealer ever again.  Also they promised to fix the paint chips in the vehicle and never got back to me.  

  Business Response

  Date: 07/02/2025

  We are sorry to hear you are still not happy. You are welcome to reach out and ask for ****** ****** to see if we can help.

• Initial Complaint

  Date:08/11/2022

  Type:Order 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.

  My wife and I had leased a Hyundai ****** from Russell Westbrook Hyundai 01/24/2019. We got a 6 month extension on the lease and went back to the dealer on 8/02/2022 to purchase the vehicle as it was in excellent condition and still under the allowed mileage. It was serviced frequently and we have all the records.My wife and I were at the dealership for 3 and half hours. We are elderly and we feel we were conned into accepting an add on to the purchase contract for a complete check of the vehicle (they called it certification). We were assured that if anything is wrong with the vehicle it would be taken care of. The cost $995.00. It was $1495 initially, but I objected to that. We believed that the only expenses we needed to cover were the purchase option fee of $300 and the taxes (State and Local) and license fees (which was in the original lease). This transaction needed no more than an hour, but in the end we just wanted to get out of there and we settled for the contract we signed. My complaint is that we should not been forced (scammed) into a certification vehicle check as we knew the condition of the vehicle. This was their way of making money on the deal. We should not have had to pay this "Total Financed Aftermarkets," add on. This does not sound right or fair to me the more I think about it. I want that $995 to be sent to *********** Finance, the current lien holder. I am in contact with CPA on this.

• Initial Complaint

  Date:08/10/2022

  Type:Sales and Advertising 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 recently purchased a used car from ****** Westbrook Hyundai (July 4 2022. I'm a ******* resident, active duty military, registering the vehicle in *******. The dealership has not been cooperative in providing the title to either the lein holder (**** of *******) or the ******************************* Office.I have emailed at least twice and called numerous times about this but the dealership has not responded. I have notified **** of America, which they are working to receive the title. **** of America recently notified me that they have not received the title. When I finally did speak with a ******-Westbrook employee, they notified me that the bank provides the title, not the dealership. But the dealership has the title and **** of America does not have it and cannot process it for me to register my car in *******. We purchased the car on July 4 and it is now August 10 and I still can't register my car in ******* because the dealership has not provided the title to Seminole ***************** or **** of *******. I even called Seminole ***************** (as recent as August 9) and they have not received any such title. I do not know what to do from here. I have all of my registration paperwork in order to proceed for the ****************. I want to be notified that the title is at Seminole ***************** at *************************************************************************, labeled "Title Enclosure for *******************". The dealership has NOT been helpful or supportive in this effort. They did not even provide us an appropriate temporary tag; they only provided a 1-time travel tag to the ****************, instead of a 30 day temporary tag for registration. We have registered (3) vehicles out of state (2 vehicles came from out of country from my previous duty station) in the **************** while I've been stationed in **********. I know this can be done but they are making extraordinarily difficult.