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:04/09/2025

  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.

  My car is a 2019 Hyundai Kona. It has a recall on the engine. The company has had my car for over a month. They called me and said that they will replace the engine only if I pay 50% of the cost even though there is a recall on the engine. My job is a nanny. I drive kids around for a living. Having a safe car is important for my job.

  Business Response

  Date: 04/14/2025

  Unfortunately the vehicle is not covered under the recall by Hyundai. We did reach out to Hyundai and asked for goodwill help and received a 50% reimbursement from them. After resubmitting to Hyundai, we were able to get them to cover 60% of the repair and waiting on the customer approval to proceed. 

  Customer Answer

  Date: 04/15/2025

  Complaint: 23181673
  
  I am rejecting this response because:

  There is a saftey recall on my engine. The engine can catch fire. That is why we brought it in to the dealership. It has been there since Feb 21, 2025. It's a safety recall, and safety recalls never expire. They have only offered to pay 50% of the engine. Then they offered to pay 60%. This is a recall not a haggle Hyundai made a car with a dangerous engine, when I come in for the recall in good faith, and they are lying and expecting me to pay for a recall it show they don't care to make this right, and are being dishonest to the consumer.

  
  Regards,
  
  **** Anne ***********************

  Business Response

  Date: 04/18/2025

  Unfortunately Hyundai controls if a repair will be covered under the manufacture warranty or not and in this case, the vehicle is not part of the recall. Only certain vin numbers were under the recall and this particular vehicle is not part of that recall. Hyundai has agreed to pay for 60% as a goodwill claim and anything additional would have to be approved by them. 

  Customer Answer

  Date: 05/02/2025

  Complaint: 23181673
  
  I am rejecting this response because:

  My vehicle does has a Hyundai recall (Number 22-01-042H) for faulty piston oil rings causing accelerated engine oil consumption.. My vehicle was turned into the Hiley Hyundai dealership with high oil use and loud engine knocking (verified by 3rd parties).. A new replacement engine is currently being installed and hope to bring this matter to joint satisfactory resolution soon.
  
  Regards,
  
  **** Anne **********

  Business Response

  Date: 05/19/2025

  We apologize that Ms. ****** had to go through this, but we were able to work with Hyundai and get them to cover 60% of the repair under a goodwill claim. We were able to finish the repair this past week and get the vehicle delivered back. 

  Customer Answer

  Date: 05/19/2025

  Complaint: 23181673
  
  I am rejecting this response because:

  I paid my bill. I tried to pick up my car the ** was not working.  the didn't even apologize.  They fixed the ** and said they wanted to make sure everything was really ok with it, so I left it there. I picked up my car on Wednesday and Thursday morning it had an overheated engine warning. I had to have the car towed from my work to the dealership. It didn't even last a day of my work drive. I am shocked that Hiley is still in business.  I regret paying 40%. 
  
  Regards,
  
  **** Anne **********

• Initial Complaint

  Date:01/31/2025

  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 formally address an issue I have encountered with my recent vehicle purchase from one of Hyundai USA authorized dealerships. I am very disappointed with the lack of response from the dealership regarding my concerns and request for a resolution. (attached please find email chain)On December 23rd, I purchased a vehicle from ****** Hyundai of Fort Worth, and as per Hyundai USAs advertised 3-Day Worry-Free Exchange program, I did notified the dealership within the eligible timeframe to either exchange the vehicle or receive a full refund. However, despite multiple attempts to contact the dealership, I have received no response or assistance in resolving this matter.I trusted the companys commitment to customer satisfaction and the advertised exchange program. Unfortunately, the dealerships lack of communication has caused unnecessary stress and frustration. I kindly request that Hyundai USA intervene to either facilitate the exchange of my vehicle for another one with no miles on it or provide a full refund as promised under your worry-free exchange policy.I would appreciate your prompt attention to this matter and would like to have a resolution as soon as possible. Please contact me at ********* or ****************************** at your earliest convenience to discuss the next steps and resolve this issue.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Thanks *****

  Business Response

  Date: 03/05/2025

  First off, I would like to apologize for any confusion during the purchase process. We have had the chance to review the entire file, and it appears that the mileage was disclosed during the purchase process. I do apologize for the brief responses by ******** on December 24th, however the store was closed, and he was doing so from his personal device. At that time, he wouldn't know exactly why the vehicle had miles, that is a sales managers function not Finance. 

  The vehicle purchased was a retired service loaner and it was priced accordingly. Original MSRP was $23,840 and the sales price because it had miles was $22,149.35. We also have a couple of emails with our sales manager ******* stating that the customer decided that she wanted to keep the vehicle and not return it. Unfortunately, too much time has passed to be able to unwind the original deal, but we would be happy to help trade the vehicle in if they are just not happy with the car.

• Initial Complaint

  Date:11/21/2024

  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.

  We purchased our vehicle on 8/28/2024. The dealership said we had to accept this Tire/wheel warranty, but after 30 days we could cancel it and get a full refund. I read through the warranty paperwork and it stated that so thought no big deal. I will just cancel it. On 9/27/24 I went into the dealership and filled out their form to cancel it. On 10/16 I called them to ask about the status. I was on hold for 45 minutes they never answered so I hung up. On 10/24 I went into the dealership in person to inquire about the status. ****** said he would email their accounting department and follow up with me when he got an answer from them. No response. I have called numerous time to inquire and always on hold for a very long time with no one answering. I finally was able to talk to ******** on 11/15. He said he would email accounting and let me know what they say. No response. On 11/21/24 I called the warranty company and ******* said the warranty is still active and the dealership hasn't contacted them.

  Business Response

  Date: 11/22/2024

  First of all, thank you for bringing this to our attention. ****** has reached out to collect all the necessary information to process the cancelation. We will make sure this gets processed asap! 

  I'm sorry you had to jump through hoops to get this done, this is not the experience we want our customers to have. We will stay on top of it and make sure it gets processed as soon as possible. 

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service 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 took my car in for engine replacement due to the recall. All's well until i get the car back and notice how messy and bad it was due to the technicians being in there. I called the dealership, spoke to the advisor i had been working with since the beginning. She said she could rectify the situation by getting me a detail for the car. I went ahead with it on the same day and showed up to the dealership. I was greeted by a gentleman that said "Oh you're back again," then by the advisor yelling at me across the dealership. We go into the portable to get things going and to get me a lyft home. All is fine until her "higherup" came up to talk to me about " having mutual respect" and for me to thank his employee for going above and beyond for me. All in all calling me ungrateful for the fact that they're providing me a detail free of charge. I let him know that it shouldn't have been messy like that to begin with and that it was offered to me, i did not seek it. He went on to talk and to berate me infront of his boss and employees. I felt very cornered and felt threatened by the way he talked to me. I stated plenty of times that i did not wish to talk, i just want to rectify the situation and go on my way. His boss, the "Fixed Operations Director" stepped in afterwards to talk and he did and said the same things. I did not wish to speak with him and i made it abundantly clear that i wanted to leave. They kept pressuring me to leave my car to rectify the situation but i did not feel safe or comfortable to leave it there after how rude, disrespectful and awful they were towards me.

  Business Response

  Date: 08/27/2024

  We have left multiple massages for ************** and have been unable to reach him to resolve the issue. 

• Initial Complaint

  Date:07/08/2024

  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 purchased a 2023 Hyundai Elantra Blue on May 24th of 2024 from Hiley Hundai. On the date of purchase I signed a "We Owe" form that indicated that I was owed an additional key fob for my car. The salesman (*****) told me that I would have iet in less than 2 weeks. I confirmed that at the end of 2 weeks if I didn't have it in hand I would follow up via text. I sent a text to him on June 6th at 12:46pm to inquire and got no response. I then called on Monday June 10th at 3:14pm and was told the manager would call me back regarding my key fob. On Monday June 10th at 4:32pm ***** sent me a text to tell me that the key had been cut "..but our key machine is down." and he would be in touch once he figured it out. I then called on June 18th and left a message asking for a manager to call me, but had someone from parts call me back. I called again and spoke with parts on June 24th at 5:25pm and was told he had not received any paperwork or documentation regarding my key fob and he hadn't receved the "We Owe" from sales. He also let me know that I was the second ****** to call that day regarding a "We Owe" from *****. He then transferred me to the used sales manager (**** at extension 4047), where I had to leave a voicemail and I asked to get a return call and an update. I received no call, so I called again on June 25th at 11:44am. Someone else did call me and let me know that my key fob and a replacement emblem would be shipped to me, and once I received them either **** or ***** would call to arrange an appointment for a local Hyundai dealership to program the fob and place the emblem on my car. I received the parcel on June 28th at 3:08pm. No one called me. I called Hiley and left a message on July 5th at 1:20pm for either **** or ***** to call me. Still no call. I called again on July 6th at 1:42pm and had to leave a message with reception; and told them I do NOT want **** or ***** to call, I want a manager or their supervisor to call me. This is unacceptable service.

  Business Response

  Date: 08/13/2024

  On the ********************* complaint everything has been completed. 

   

  There was some delays in getting the parts, and then we had to ship them to her. Once we got the 2nd key to her we called and spoke with her local Hyundai dealer and paid them to program the key for her.

   

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

  Hiley Automotive Group

• Initial Complaint

  Date:06/14/2024

  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 did not sign anything and they took it upon themselves to put the part on to my car. Now they are trying charge me $1,900 and I never authorized anything besides ordering the part. I asked the parts manager several times about an update and never got one until the day of June ******* saying my car was ready with the part inside of it and I had to pay the following amount.

  Business Response

  Date: 08/13/2024

  Had transmission failure and out of warranty.  Tried to trade here but could not because of negative equity.  Got transmission approved by Hyundai ** 75% Hyundai 25% client.  Communicated with client the good news she brought vehicle in for transmission replacement and was provided a loaner.  She was aware of her participation in $$$ owed prior & at time of completion.  We were even patient when complete as she needed more time to collect funds owed.  I was involved in this from obtaining the ** approval and also did the active delivery with her as well and no issues other than a scuff that I shared we would take care of!

   

• Initial Complaint

  Date:12/20/2023

  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.

  When I purchased my vehicle which is a 2017 Hyundai ******, I purchased a Pre-paid scheduled maintenance plan for 7 years/ ******* miles. It is not being honored. I spoke with the people at the protection ********************************************* for service the dealership listed the miles as *******. The mileage was ******. I take my car in for service at the mileage on the sticker the dealership puts in the top left of my windshield. Spoke with ****** this last call and he told me well you just dont drive as many miles as other people. What the c*** do other people have to do with me, my mileage or my service plan. I purchased the plan best for me and that is what I should get.

  Business Response

  Date: 12/20/2023

  The issue is that she is not putting miles on the vehicle, we have to use whatever service she has available to us, which turns out to be higher than the mileage she has on her vehicle. On the last visit Date 05/05/23 her vehicle had 89369 the only service available to us was the 105k mile service. Her 90k mile service was done on 11/13/21 the vehicle had ***** miles on it. The plan covers recommended services which we have performed. 

• Initial Complaint

  Date:08/21/2023

  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.

  My engine messed up on 06/05/2023. I had my car towed to Hiley Hyundai on 06/13/2023. It has been at the dealership since. For the first month I could never get ahold of anyone. I would call and leave messages and get no response. I made sure they had an updated phone number for me 4 times. They just started working on my vehicle on 8/16/23, the day I was told by my Hyundai case manager AND someone from the service department that it would be ready. When I called Wednesday to see what time my vehicle would be ready I was informed that I was 4th in line for an engine and that they would have it ready next Wednesday the 23rd. I told him what was told to me by my case manager and the dealership. He went on to say I dont know who told you that but I talked to the tech to push your car next so it will be ready either tonight or tomorrow. It is now Friday 8/18/23 and I still do not have my vehicle back or at the very least a loaner car. I am a single mother trying to get my kids to school and myself to work everyday. They informed me my car will be ready Monday morning. When I asked to speak to someone else they said that there was no one else to speak to and the tech had already left for the day. Their hours of operations are 9am-8pm. This phone call took place at 5:20pm and there was no tech or supervisor/manager or apparently anyone else to speak to. Just the person who answered the phone. Also they are open on Saturdays. Is the service department closed Saturdays? When I call all I get are excuses. I feel they are not taking me seriously. This makes me reconsider ever buying a Hyundai again and I certainly will be taking a very close look at my car once I receive it again and making sure they did the job. I will NEVER bring my car to any Hiley location EVER and make sure everyone I know doesnt either.

  Business Response

  Date: 08/21/2023

  We have been at the mercy of Hyundai ***. We have done everything we can to speed up the process and have had multiple road blocks. Her vehicle should be done at some point today. As far as lack of communication, she has every right to be upset and it has been addressed. 

• Initial Complaint

  Date:08/09/2023

  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.

  bought car from this dealr with extra warrrantys sold car now getting runuaround to ***** waranty trying for 4ndays fordealer to help today go more bs ther bs on reund 6 to 8 eeks not accepatable bought warranty from them

  Business Response

  Date: 08/09/2023

  **************** called in and left me a message yesterday and I immediately returned his call. ***************************** then called him and got the cancellation process started for him. Refunds take up to 60 days to be fulfilled. 

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

  General Manager

  Hiley Hyundai Mazda

• Initial Complaint

  Date:07/12/2023

  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.

  Good Morning I'm trying to get help with a automotive dealership issue. Hiley Hyundai Mazda of Fort Worth. I dropped my car off almost 5 weeks ago June 8th for a check engine light. They notified me that its a known issue with hyundai and its engine and the engine needs to be replaced. It is now July 12th and I've been in constant contact with them on the issue and they have no resolution. They also informed me that the manufacturer has to approve the replacement but when I contact the service associate they have no time frame on my vehicle or loaner vehicle. I'm paying for a car i cant drive and that has no trade in value because of a bad engine. If at all possible could you advise me or help me resolve this issue before I lose my job and most likely my car. ************ Dealership ************

  Business Response

  Date: 08/03/2023

  We understand the customers frustration. There are processes and procedures we have to follow as a dealer we have to abide by with Hyundai. Our tech has been in communication with them almost daily trying to resolve the issue. They made us do a bearing test which passed the inspection however the check engine light was still flashing on and off. After driving it several times to ensure there were no further issues the check engine light came back on. We are currently waiting on instruction from Hyundai corporate. 

   

  Thank you,

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