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:07/17/2025

  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.

   
  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,
  
  ****** ****

  

  Business Response

  Date: 07/22/2025

  Per our Service Director:

  Yes, he is correct that he has a new car and his cluster intermittently went dark. Screen just goes black.
  We diagnosed it and ordered the part. He at first wanted to drive his car, and then changed his mind so we placed him in a rental. 
  He is currently in a rental car as we wait for the part to arrive. 

• Initial Complaint

  Date:06/24/2025

  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 leased a vehicle from Elgin Hyundai in September 2024. The financial manager made an error by listing the car color as black instead of white on the official documents. As a result, Ive been stopped by police because my license plate is registered to a black car, while the vehicle is actually white.I went to Elgin Hyundai to resolve the issue and submit a written complaint. The general manager (****** **** ) refused to accept my complaint, walked away from me, and told me in a rude manner that he would not do anything. My issue remains unresolved, and I am extremely frustrated by this treatment and lack of accountability.I respectfully request assistance in resolving this matter and holding the dealership responsible.

  

  Business Response

  Date: 07/01/2025

  The customer has been in contact with the store multiple times, and our license and title department is processing the correction. We believe the customer is aware this is taking place, so may simply be a timing issue with the complaint. 

• Initial Complaint

  Date:06/17/2025

  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.

  I am writing to formally dispute the terms of my auto loan, which I believe was based on misrepresentation by the dealership, Elgin Hyundai. Below are the issues I encountered:1. I was verbally informed that my loan would be for 72 months at $428/month. However, the final contract stated 85 months at $444.57/month. I was not provided adequate time to review the paperwork. The salesperson claimed the system was slow and rushed the signing process.2. I was told that the ************* protection plan was mandatory, when it is in fact optional. This was added to my loan without my informed consent. I have already submitted a cancellation request and expect the refund to be applied toward my loan principal.3. I was told that my vehicle had BlueLink functionality. I asked the salesperson to confirm this before signing, and they told me it would be active after the purchase. However, I later learned that my vehicle does not physically support BlueLink at all. This is a clear case of false feature representation.I have contacted the dealership via email requesting clarification. They only responded via text regarding the Assurant plan and ignored the rest of my concerns. I am now submitting this complaint to Hyundai Motor Finance to request an investigation and a potential adjustment to my loan based on these misrepresentations.Below is my loan information for reference:- Vehicle: [2025 Hyundai Elantra] - VIN: ***************** - Loan Account Number: ************** - Dealer: ********************** - Contract Start Date: 5/20/2025 I respectfully request written confirmation that this complaint has been received and a timeline for resolution.Sincerely, Dong *** ***

  

  Business Response

  Date: 07/14/2025

  Everything in this transaction was disclosed and signed for on multiple individual contracts. The customer did come in and wanted aftermarket products cancelled, which was done per the request. A check for $3,932.50 was sent to the lender to reduce principal as per usual. We received an AG complaint at the same time, and responded to that with documents attached.

• Initial Complaint

  Date:06/03/2025

  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.

  Dropped off my car May 5th this year to have a wiring harness replaced. Car is brand new. Dealer refuses to update me via email because they're afraid I'll lemon law the car out

  

  Business Response

  Date: 07/01/2025

  This customer was in regular communication with the Service Director prior to this complaint, and despite some of the damage clearly being rodent caused, he offered to address some of these issues as a gesture of goodwill. You can see this in part of the correspondence below:

  "I had reached out immediately upon receiving notice of the scratches and the covers needing replacement, and committed to you that we can fix them. You asked that we reach
  out about setting an appointment when they came in. I am sorry that we went from being able to resolve it, to you no longer trusting your car in our possession. I will allow the
  cadence of Consumer Affairs to take it from here as you won't bring your car to us any longer, and wish you the best of luck finding a repair center that will suit your needs."

  The customer has since been to another dealership where it appears complaints were also filed with Hyundai. In terms of lemon law issues, we have no particular input nor opinion on something like that, as those are handled between the manufacturer of the vehicle and the consumer, not the dealership. 

• Initial Complaint

  Date:01/27/2025

  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.

   
  Complaint: 22862557
  
  I am rejecting this response because:

  This response misrepresents the issue and omits critical facts. At no point did I give my boyfriend full authority to approve repairs especially not beyond the scope of warranty coverage. He answered the phone as a courtesy, but I, the registered owner, was the only party who signed any documentation and made clear I was only interested in repairs covered under warranty.
  
  Additionally, when I arrived to pick up my car, I was told the repairs were already completed without my proper informed consent and I was forced to pay in full (over $1,100 out of pocket) or the vehicle would not be released. That is not transparent business; it is coercion. My signed authorization was for a $500 deductible toward repairs I was told would be covered under warranty. The middle-tier maintenance package that was added was not something I knowingly authorized, nor was it properly explained to me in writing beforehand, as required by Illinois law.
  
  I signed the financing agreement under pressure with no opportunity to contest or decline services that had already been completed without valid consent. I was cornered into paying for services I did not want, and my vehicle still has ongoing issues post-service. This experience has caused me significant financial and emotional distress, and I believe it reflects unfair and deceptive practices especially towards a younger woman navigating this process alone.
  
  
  
  Sincerely,
  
  ****** *****

  ly if covered under warranty) was ignored. My signed authorization as the registered owner should have been prioritized, as written agreements take precedence under Illinois law.The dealership also suggested my boyfriend could be held financially liable for the charges, which is legally incorrect and an intimidating tactic. This behavior has caused undue stress and makes me feel disrespected and ************ make matters worse, the service quality was subpar, leaving my car in worse condition than before. *** also had multiple negative experiences with this dealership, including rude advisors and poor communication.This unauthorized charge has caused significant financial distress. I am now out $1,100 for services I did not consent to, and my cars current issues add to the frustration.I am requesting a full refund of $1,100, as the work was unauthorized and performed under misleading conditions. I also expect a written apology

  

  Business Response

  Date: 04/29/2025

  This customer dealt directly with the ****************** Director, and all of this was reviewed and explained in detail to the customer. She checked in with her boyfriend at time of initial drop-off, and he did the majority of the talking to the ***************** Manager. At that time there were two situations: maintenance, and issue that needed to be investigated for potential repair. The customer and her boyfriend indicated they did not want to decide on the maintenance level until they had a clearer picture of the repair situation.

  We called the agreed upon phone number she gave to go over additional findings and charges, and her boyfriend answered her phone. He authorized the repairs acting as an agent on her behalf. The totals were discussed clearly, and it was explained that her warranty would pick up a large portion of the repairs after a $500 deductible. At that point, the decision was made to also go with the mid-level maintenance due on the vehicle, also authorized after giving details and specific cost breakdown. 

  Upon vehicle pickup post repair and maintenance work were completed, she registered for a ****** account for the entire amount due (loan company for service bills), signed all documents with ******, and signed her final invoice with us. All the while not mentioning any issues at all. All of this was properly disclosed, properly approved, and paid for, and we have no reason to refund for legitimate work performed. 
  

  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/29/2025

  He was present at drop off with the customer, he spoke on her behalf with her present, his phone number was provided, he answered, the situation was explained and he gave authorization acting as the customer's agent. We were never given any instructions that he was not authorized, nor were we informed that a person present at the initial drop off was not speaking on her behalf while she was actually present in person. Like any service department in the country, we do not demand registration and proof of ownership of a vehicle brought in for service. If he was not authorized in any way, the dealership should have been informed that only Ms. ***** was authorized to approve, and only her number should have been provided, with instructions that she, and only she, could approve anything further. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 22862557
  
  I am rejecting this response because:

  His name nor number was provided. Mine was. He answered MY phone. I would like to clarify that while my boyfriend accompanied me during the vehicle drop-off, he was not authorized to make any financial decisions on my behalf. The dealership was never explicitly told he could approve charges, and I, ****** *****, was the only individual who signed any documents. Only my phone number was provided as the contact number, not his. He answered my phone when calledthis does not establish legal authority.
  
  Furthermore, Illinois lawspecifically the Automotive Repair Act (815 ILCS 306/15)requires express consent from the customer in writing for any work that exceeds the original estimate. My signed estimate was for the basic package ($600). The middle-tier package was not authorized in writing and was explicitly discussed with the understanding it would only proceed if covered under warranty, which it was not. Therefore, any approval beyond that is not valid and does not override my written consent.
  
  The dealerships argument about apparent authority does not apply here because the law prioritizes the customers written authorization. Assumptions made by the dealership are not a lawful substitute for that. Additionally, my boyfriends name is not listed on any paperwork, estimate, Sunbit agreement, or invoice. He was not the registered owner, nor a co-signer, and his conditional verbal communication does not carry legal weight.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/02/2024

  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.

   
  Complaint: 22630599
  
  I am rejecting this response because: They havent even addressed my complaint. The vehicle has a lot of damage, and its obvious that they knew it was there. Id also like to know whats taking so long for them to respond since they havent done anythingThis company doesnt want to take accountability for anything, much less taking advantage of yet another customer. Ive seen plenty of similar reviews on their website that say the same thing. I was told it was my problem and I had to pay for it. I still havent heard anything about that. Ive had one phone call with the **, where they threatened to have me arrested if I did not remove the posts that I made.(Real classy operation). I recorded that phone call BTW if youd like to hear it. I really like this car but cant believe a word out of anybodys mouth there. I cant even go back there as he pointed  I just dont want this car.
  
  Sincerely,
  
  *** ******* laughed at and antagonized by the sales manager who literall put his hands on me Im done. I set my car and waited for the police who served me with a trespassing warning. All I want at this point is to return this vehicle and my money back I dont want to deal with a businesses like this. This man should be arrested if nothing else fired. This company should be embarrassed at how theyre treating a customer with a legitimate complaint.

  

  Business Response

  Date: 01/03/2025

  The ** manager has been working with the customer directly. We have a no trespassing order in place due to the customer's past behavior, but we continue to try and work with him. We have requested a photo of the odometer in order to cancel his extended warranty as requested, but are still waiting. 
   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22630599
  
  I am rejecting this response because:

  Below is a statement from the last email from Elgin Hyundai, this statement has nothing to do with my original complaint.

  On January 9th, the customer was sent the form for cancelling the service contract. He has never returned a signed copy of that document. Until he does, we cannot process the cancellation.

   

  They are just stalling because I also asked to cancel the additional service agreement that I purchased that night as well. Nothing has been done about the original complaint. Nothing at all has been offered to me. The only time theyve reached out to me was to threaten to have me arrested. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 01/22/2025

  As we stated before and repeated told the customer, this vehicle passed all requirements for Hyundai certification, and they even require us to send pictures. While certified cars are brought up to a high condition level, if the customer wants new car condition, we suggest he buys a new car. On January 9th, the customer was sent the form for cancelling the service contract. He has never returned a signed copy of that document. Until he does, we cannot process the cancellation. 

  

  Business Response

  Date: 01/29/2025

  We will replace the broken lower tail light shown in the picture. We will order the part, and send a tech directly to the customer to swap it out at his house or place of his choosing (just need to know where). Regarding the warranty cancelation, we still have not received the attached form back to more forward. 

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22630599
  
  I am rejecting this response because: its been over two months now and this does not completely repair the damage on the back of the vehicle. Dont get me wrong, I appreciate the fact that theyre Finally, taking ownership on a situation that shouldve been taken care of before the car was sold. This is a good start unfortunately I still have a lot of damage on the back end of the car that needs to be repaired. Once again, I did not buy a car to repair it. I normally buy new cars and I offered to buy a new car in exchange of this one, but your sales manager told me no. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:09/24/2024

  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.

   
  Complaint: 22334885
  
  It seems like Elgin Hyundai has very low standards. There's only one reasonable standard of a repair on a brand new car - it should look NEW after the repair. Your attempted repair of removing the scratch on the black plastic piece was not successful. You know that! The scratch is quite visible especially under direct sunlight. In addition, your repair left an obvious discoloration in the plastic which is visible in the picture you provided.
  

  

  Business Response

  Date: 10/22/2024

  We feel this vehicle has been repaired to a reasonable standard. Please see attached photo of actual vehicle:

  

   

  

  Business Response

  Date: 11/12/2024

  The ** of the store feels he has done enough. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22334885
  
  The GM manager of the store feels did enough? Elgin Hyundai does absolutely the minimum after the sale. Clearly not interested to resolve any issue. He did not even reply to my email or call back to explain why he feels it's acceptable a brand new vehicle to be sold with multiple scratches. Deeply regretting buying the car; shared my story a few hundred times so far. Hyundai Corporate and IL Attorney General are next on my list. This is becoming much more than a "scratch".
  
  
  Sincerely,
  
  ***** Mardov

• Initial Complaint

  Date:06/17/2024

  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.

  On Friday, June 14th I visited Elgin Hyundai and paid for a synthetic oil change. I have reason to believe that I did not get what I paid for as certain things do not align with what I am accustomed to with that particular oil change including the window sticker and the checkout paperwork. My window sticker said 5w-30, normally it says 5w-30 SYN. The paperwork states the fluids were topped off but the coolant and washer fluid reservoirs are exactly as they were before I took the car in. The oil is still dirty and I have no way to confirm if they added synthetic oil. I addressed all of my concerns before I left with service but the explanation provided left me feeling more uneasy. I was at an independent shop to check the "new oil" when I received a call from a lady at Elgin Hyundai who wanted to see if I was able to come back the next day (Saturday) to buy the vehicle that I was looking at while I was there for the oil change. The independent shop said the oil appeared dirty, I had Elgin Hyundai on speaker so she could hear what was said. I took photos of my husband checking it on Friday and a video of the oil which was still dirty on Saturday. I have submitted all of the videos and pictures to the dealership. I was told a service manager would call me today, Monday, June 17th so Elgin Hyundai could make this right. As of this writing I am still awaiting that call. As I told the individuals I have spoken to or emailed if I didn't receive the call from the service manager I would file my complaint with the BBB.

• Initial Complaint

  Date:03/12/2024

  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.

  On February 19th 2024, we bought a new car and traded in our old vehicle at Elgin Genesis. At the time of this complaint they have yet to pay off our old vehicle. I received notice from the bank for the old vehicle that they were still taking this months payment. We contacted the dealer and were assured the vehicle had been paid off. I subsequently called TDAutofinance and confirmed that no payment had been received. Last week I called Elgin Genesis and left a message for both the Finance Manager and our Sales associate. Neither calls were returned. Saturday March 9th I called again and talked with ****(Sales Manager). He told me they would dig into this issue and get back to me on Monday. I received no call back on Monday. I have tried to call numerous times today and follow up. ***** Voicemail box is full and they will not put him on the phone. I was told by the receptionist that they are waiting on a response from their corporate office. Still no news.

  

  Business Response

  Date: 04/10/2024

  The check for this payoff was sent to TD and was cashed, which we confirmed again yesterday. The customer was made aware of this after this complaint was filed. We are sorry for the experience prior to this being communicated to him. 
  

  
  

• Initial Complaint

  Date:02/03/2024

  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.

  I recently purchased a lease of a new Hyundai vehicle at the Elgin Hyundai less than ****************************** winter conditions, and almost swerving off the road due to poor vehicle performance, I decided with a 24 hour period that I no longer wished to continue to possess the vehicle. After all, the vehicle slipped down a small decline, swerved onto a shoulder, and even had trouble breaking while going nearly 10 MPH under the speed limit. Wouldnt you be afraid to drive the vehicle even one more day?Upon asking ***********************, the stores GM to return my vehicle due to my dissatisfaction and fear of driving because of the vehicles poor performance, he adamantly and abruptly refused. I then attempted to appeal to his good nature by voicing my concern for the safety of my two children. Once again, ******* coldheartedly refused to empathize with my genuine concern for my familys safety. The General Manager of Elgin Hyundai, ***********************, has zero concern for the safety of families and THIS father. I only hope I can return this vehicle unfit for the winter roads so my family can ride safely to another dealership out of the Bob Loquercio Auto Group.

  

  Business Response

  Date: 03/04/2024

  As you know, unlike other products, you do not have a grace ****** with auto purchases in **. Hyundai does have a three day program called  ******************** but that only allows a change of vehicle within the Hyundai family, not backing out of a purchase. This was offered to ********************, but he was insisting on a return. 
   
  As for the underlying issue the customer is complaining about: this vehicle, like about 99% of vehicles sold in the US (upwards of 17mm new unit in US in a typical year), comes on all-season tires (it's LITERALLY the only part of the vehicle touching the road). There is not a tire in existence that can deal with every single weather situation that exists, and ice, for example, can be tricky for any of them. All-season tires are meant to cover temperatures form below zero to 100 degrees, and everything in between. Tire technology has accelerated like almost no other auto part with their performance envelop, but again, they are not invincible, and the onus still falls on the driver's skills (or lack thereof) to control their vehicle in inclement weather. 
   
  Hyundai, like any other manufacturer, specs the tires to perform at a certain level for ride, handling and wear, and they do this with the tire suppliers input. All season tires have to cover a large range of weather situations, so they are always, on some level, a compromise relative to specialty tires, which are very focused. For example, they make dedicated high performance summer tires. The opposite of that are dedicated winter tires, which are designed specifically for cold, snow and ice. 
  I personally run my cars on dedicated summer and winter tires. This first thing I do is remove the all seasons as I want to run the most capable tire for each half of the year. While this is an added expense, I do not expect the manufacturer nor the dealer to be involved in this. They provided me with adequate all season tires, but I prefer to go with specialty sets, despite the expense, due to the expanded capability of each, and the expanded safety and performance envelope that provides. This customer can literally go to tirerack.com right now and order dedicated winter tires for his vehicle and have a much more capable tire for cold/snow/ice, and then switch back for the warmer months. 
   
  The Tirerack sells 10's of thousands of set of winter tires every year to people that want to go next level on their winter capabilities, and no dealer, nor manufacturer, is involved in those transactions, nor are they required to be.  I would strongly recommend the customer do this for his own peace of mind. 
   
  For the record, this customer also owes us $1500 for the down payment, and we urge him to take care of asap, as there are no legal grounds to withhold this.