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:05/30/2025

  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 purchased a Certified Pre-Owned 2024 Hyundai **************** from Round Rock Hyundai on April 24, 2025. The vehicle was advertised online and labeled on the lot as CPO. The salesperson confirmed it was certified.The total price paid was approx. $46,270, mostly by personal check (after initial credit card deposit). I was told the vehicle had passed Hyundais 173-point inspection, included two key fobs, had a working panoramic sunroof, and came with all Hyundai CPO documentation and warranties.After the sale, I discovered the sunroof was non-functional and missing parts. Only one key fob was provided. No inspection report or warranty documents were ever delivered. I was told the second key fob would cost $650despite being required under Hyundais CPO policyand that the paperwork was only available for pickup, not emailed, even after repeated written requests.I contacted the dealership, Hyundai Motor America, and Penske Automotive Group multiple times. I got inconsistent answers. No one confirmed whether the fob was ready, programmed, or available at no cost. The sunroof issue also remains unresolved. These failures delayed insurance and registration and cost significant time and stress.The car was marketed as worry-free and certified, but critical CPO components were missing or not honored. I believe this violates Hyundais own CPO standards and constitutes false advertising and deceptive business ************ asking BBB to ensure Round Rock Hyundai delivers what was promised: the missing documentation, a second programmed key fob at no cost, and repair or installation of the sunroof parts.

  

  Business Response

  Date: 05/30/2025

  To whom it may concern :

  After Mr Fryer did not show up for his appt to have key programmed and sunroof confirmed repairs to be done and certified paperwork that was requested after delivery were ready for him in the service drive these complaints were made and Round Rock Hyundai is prepared to take care of all of these items but must have the vehicle in the shop to perform these tasks.  Once customer can bring in vehicle, the key fob can be programmed and sunroof repairs can be confirmed and repaired while also providing paperwork over and above normal operating procedures to prove that the vehicle is certified pre-owned from Hyundai.

  Thank you for your correspondence in this matter.

   

  Customer Answer

  Date: 06/02/2025

  Complaint ID: 23399240
  
  I am rejecting the business’s response because it fails to address the actual issue.
  
  This is not just about a service visit. It’s about Round Rock Hyundai failing to deliver what Hyundai’s own Certified Pre-Owned (CPO) program promises at the time of sale.
  
  According to Hyundai’s CPO materials (attached), the following were guaranteed:
  
  - Two smart keys at no cost — I received one. I was told a second would cost $650 to be ordered and then would need to be programmed.
  - A completed, signed 173-point inspection checklist — I asked repeatedly for this to be emailed. It never was.
  - Official Hyundai CPO warranty packet — Also never provided.
  - A working sunroof — The sunroof was defective at delivery and missing internal components.
  
  The business now says they are “prepared to take care of all of these items,” but:
  - They’ve never confirmed this would be at no cost, which is required by the CPO program.
  - They’ve refused multiple requests to email the checklist or warranty docs.
  - Their own salesperson admitted the documents weren’t available at time of sale.
  - They ghosted all follow-ups for weeks I filed this BBB complaint.
  
  Also, I offered Hyundai Motor America's customer service teams multiple dates to schedule the visit — and asked for written confirmation. They gave a vague handoff to the dealership instead of scheduling.
  
  I’m not asking for extras. I’m asking them to do what Hyundai already promised.
  
  Resolution requires:
  - Written confirmation that all missing items, repairs, and the second key fob will be handled and programmed at no cost
  - Email delivery of the 3 documents missing from CPO - signed 173-point inspection checklist, official warranty documents to [email protected], official CPO validation certificate 
  
  Attachments supporting this response:
  02_Communications_Timeline.pdf — shows ignored follow-ups and scheduling attempts
  06_Hyundai 173-Point Inspection Checklist.pdf — outlines what is required
  07_Hyundai_CPO_Program_Brochure.pdf — Hyundai’s official promises
  
  Until those are delivered, this response is not acceptable.
  
  Respectfully,
  Jeff Fryer

  

  Business Response

  Date: 06/06/2025

  Hello BBB Representative,
  
  The written checklist that
  Mr. Fryer is requesting is no longer part of Hyundai’s certification
  process.  This is currently all completed in Hyundai’s app digitally and
  is not possible to print.
  We have printed the proof of
  certification form from Hyundai that his vehicle is certified by Hyundai with
  him and his wife as owners and will email them to Mr. Fryer along with the
  warranty provisions. 
  The inspection took place
  before he purchased and parts were ordered at that time and arrived after Mr.
  Fryer purchased the vehicle.
  Round Rock Hyundai can not
  complete the programming of key fob at no cost with out the vehicle and other
  key present as well as fixing sunroof. 
  All parts are in house and
  have been however Mr. Fryer was a no show for his appointment to have repairs
  done.
  Please understand that Mr.
  Fryer has been posting negative reviews all over social media but is keeping us
  from completing necessary repairs to vehicle.
  
  As soon as Mr. Fryer can
  bring the vehicle in with the other key, Round Rock Hyundai would be glad to
  resolve these issues.
  
  Kind regards.
  
  David Vinson
  General Sales Manager
  Genesis of Round Rock
  Round Rock Hyundai
  512 904-6442

  Customer Answer

  Date: 06/06/2025

  Complaint: 23399240

  I am rejecting this response because it contains several false or misleading statements:
  
  “The written checklist… is no longer part of Hyundai’s certification process.”
  ? False. Hyundai’s Certified Pre-Owned (CPO) standards — publicly posted at https://www.hyundaiusa.com/us/en/certified-used-vehicles — require a completed, signed, and dated 173-point inspection checklist to be delivered to the buyer at or before handoff. There’s no mention that the checklist is “unprintable” or digital-only.
  
  On June 6 — after I filed this complaint and contacted regulatory agencies — the dealership sent me a printed copy. It’s unsigned and undated, which directly violates Hyundai’s policy.
  
  Worse, the checklist falsely states that the car came with two key fobs. I only received one. I was told post-sale it would cost $650 to get another. That’s not a clerical mistake — that’s a material misrepresentation. Either the form is false documentation, or it was filled out after the fact to cover up gaps.
  
  “Mr. Fryer was a no-show for his appointment.”
  ? The dealership unilaterally assigned May 16 — but never confirmed any of the key details I requested. I asked multiple times (in writing) whether:
  
  the second key would be programmed at no cost
  the sunroof would be repaired at no cost
  and the full Hyundai CPO documentation would be provided to me as the other sales paperwork had been - digitally 
  
  No answers. No confirmation. No service agreement. I never declined service — I simply asked for Hyundai’s CPO rules to be followed, in writing. Still waiting.
  
  For the record: I did return post-purchase to complete my obligations and pick up my license plate. The dealer conveniently left that out.
  
  “Parts were ordered before purchase.”
  ? This was never mentioned at the time of sale or in prior messages. It appears for the first time here — after complaints were filed. Why hide it until now?
  
  More importantly, the inspection checklist they sent me on June 6 contradicts this claim. It marks everything “OK,” including:
  
  #85: “2 Key Fobs Present” — false
  Sunroof — marked “no repair needed”
  
  So which is it?
  If parts were “on order,” then the form is fake.
  If the form is legit, then they falsely claimed no repairs were needed.
  Either way, they didn’t follow Hyundai’s Certified Pre-Owned process.
  
  “Mr. Fryer is keeping us from completing repairs.”
  ? Misleading. I’ve asked for one thing: written confirmation that repairs and programming will be done at no cost, per CPO rules — and that the missing paperwork will be provided. I’ve asked multiple times. Still no answer.
  
  If they wanted to resolve this, they’d put it in writing. They haven’t.
  
  Social media reviews.
  ? Irrelevant. My reviews reflect my experience — which includes this exact behavior. Mentioning my reviews here is an attempt to dodge responsibility. The core issue remains: Round Rock Hyundai sold me a car that didn’t meet Hyundai’s CPO standards, and only began engaging once I filed this BBB complaint and launched arbitration.
  
  NOTE: A separate BBB Auto Line arbitration case (Ref: HYU2509138) is ongoing. I will continue through that process to pursue full resolution.
  
  Thank you for reviewing this. I’m happy to provide documentation for every point above.
  — Jeff Fryer

• Initial Complaint

  Date:03/04/2025

  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.

  Bought a 2024 Hyundai ******. Paid up front {****** dollars]to have the vehicle registered in *****[my home]. They had much difficulty doing this and basically put this burden on me. I got it done by driving home to *********. The dealership issued a check for 245 dollars and told me to seek the remainder from *** in *****. They [DMV]does not issue refunds. I called Boise and visited ***************** office. They ,*** does not do that. However Round rock dealer did pay the exact amount for taxes. There was NO overage paid on state taxes to Boise DMV for me to draw from. The dealership lied. I am seeking the balance of my charges of ****** dollars. They did nothing but pay the necessary state taxes. These fees incurred i paid for when i paid the car off. The fees were on the invoice. They are mine.

  

  Business Response

  Date: 03/15/2025

  We have reached out to Mr. ****** and requested proof of his payment so that we would be able to issue a check for his reimbursement of fees paid by him.  He agreed to do so on March 5th 2025 and we have not recieved his proof of payment yet as of March 15, 2025 10:30 am.  Once we recieve proof of payment we will issue check for reimbursement to Mr. ************* Thank you for your understanding.

• Initial Complaint

  Date:03/04/2025

  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.

  October 2025, I claimed for paint issue of my vehicle. The dealer shop that sold the vehicle and the Hyundai service didn't acknowledge this until yesterday after numerous ignored communication from my end and now they are declining my warranty due to hail repair which had nothing to do with paint jobs. I need this rectified for the repaint of the vehicle on the affected area under warranty covergae.thanks,

  

  Business Response

  Date: 03/05/2025

  Mr. **** complained of this paint issue around his headlights and taillights in October of 2024. At that time he was informed that we were unable to take paint issues due to the body shop we used being overly busy and backed. Moving to this week, we were able to get him into the body shop for repairs and he was able to immediately drop his car off and was provided a loaner to drive. Upon inspection, it was noticed that the bumper wasn't fitting correctly and the trim at the rear of the vehicle was loose as well as well as repainting of some panels. Mr. **** neglected to inform us of his vehicle being involved in the hail storm in Sept of 2023 in which over $24,000 worth of damage was done to his vehicle. He initially denied any damage until we ran a ****** and asked about a major repair being performed, he then remembered that extensive work had been performed. All of the areas of concern were worked on by an independent body shop. Mr. **** emailed into us stating that "you are liars and need to honor the warranty". When he arrived to pick up his vehicle on 3.4.25 he was shown an identical model in which the bumper and rear trim fit with no rubbing issues. Due to the extent of repairs performed and incorrectly being reinstalled, Mr. ****'s issue is not warrantable. There is also an accident listed in ****** from January 2025 in which there was damage recorded on all sides of the vehicle. If issues would have been brought forth prior to any third party repair facilities, this may have been covered, however, all issues were brought up after $24,000 in damage included repairs to the specific areas of concern. As a dealership we are not the ones denying warranty, we are upholding the requirements set forth by the manufacturer. In this case the denial is due to outside influence or someone else's workmanship.

• Initial Complaint

  Date:08/22/2024

  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.

  Round Rock Hyundai needs to stop lying to customers to sell extended service contracts they know they can't handle in a timely fashion. 5 months wait to get the car in for a check engine light or an oil change. We have to make appointments with alternate providers for services we already paid for and pay for this needed work on our own. If Hyundai can't do the work in a reasonable time frame then they should reimburse us when they force us to get the work done. With the check engine light on and our inspection due this month we won't even be able to drive this car until Hyundai can fix the issue in February 2025.

  

  Business Response

  Date: 09/03/2024

  ************* Please understand we are not scheduling months out by choice, it is due to the unprecedented increase in new residents moving to the area as existing Hyundai owners over the past few years. We have been staffed to accommodate the customers we sell to and as a dealership, we cannot deny warranty work and are doing our best with the facility and staffing that we have. Over the past few months, weve added 4 technicians with more to come.  It is not our intention to lose your business or push you away. We have even taken the next step which is to build an additional store to help with the amount of Hyundais in the area. This takes time and cannot be done without the permission from the manufacturer. We are projecting an open date of late first quarter or early second quarter 2025.This will alleviate our delays substantially and we are looking forward to it.In the meantime, I know that my ***************** Manager has reached out to you, please reach out to her if your issue returns to see if we are able to assist sooner.

• Initial Complaint

  Date:06/10/2024

  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.

  On 3/18/24 I purchased a 2017 ***** Crv from Round Rock Hyundai.On 4/1/24 I went to dealership and submitted for 100% refund of $2149 vehicle warranty and $995 for Gap insurance.I called *************************** to see if received ,2 weeks later someone called me said received. I Have called several times since and call always goes to voice mail ********** and never receive a call back.I have never had a problem with a dealership before like this one.This department needs to be looked at by management the customer service is the Worst I have seen.Please help me get my 100% refund of $2149 warranty service and $995 Gap. Td finance sent a $887 refund after paying loan off.

  

  Business Response

  Date: 06/13/2024

    In response to Mr. ******* complaint, I would like to start by stating that our intention is never to make a customer feel neglected. The Finance Manager that assisted **************** left the company 4/18/24. I did not receive the cancellation request until after this. The form he signed with the ****************** never made it to my desk. Apparently when **************** came in to cancel, he was given one of my business cards for reference *************).**************** called and left me a message on 5/8/24 that I forwarded to ***************************** who assists with cancellations.  This is the one and only call or message I have received from the customer. ******* called **************** and let him know that we had received the information to cancel and that our refunds usually ***********-8 weeks. These warranty companies only pay once a month, regardless of the cancellation date. **************** confirmed on the cancellation request that the refund should be sent to the lender he signed with, TD Auto Finance. In his message, he states that he called the warranty companies and was told that the products were cancelled around April 8th. This is incorrect, please see the attached. The cancellations were processed in late April/May. The refund amounts are 100 % of what **************** purchased them for. On 5/21/24, I received an e-mail stating that **************** had refinanced so the *** (vehicle service contract) refund could come straight to him. Our dealership just received the last refund payment on 6/4/24 and during month close out, we do not cut cancellation refund checks. The refunds have been collected and are now ready for payment. The *** insurance will not be going to the customer, TD Auto is part of the *** agreement in ***** that allows the lender to debit our monthly dealer reserve for the *** policies and they refund the customer directly. This policy is treated differently since it is used to protect the payment contract and not the actual vehicle. In conclusion, I do not feel that **************** has not been mistreated and his cancellation has been processed like all other cancellations. The payments are ready for **************** and TD Auto as soon as this complaint is settled.
  
  Thank you,
  ***************************
  F&I Administrator
  Round Rock Hyundai/Genesis Round Rock

  Customer Answer

  Date: 06/14/2024

  Complaint: 21827578
  
  I am rejecting this response because:
  

  My complaint was to get 100% refund for $2149 vehicle warranty and Gap $995 .We are going on 10 weeks now longer than the 6 -8 weeks told.TD Auto only refund me $887 short of the $995 I paid and canceled within 30days .Please call me when check is ready to pickup at dealership reception desk to avoid mailing letter thru **** and avoid further delays of receiving refund.*************************** **********.

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

  

  Business Response

  Date: 06/14/2024

     . We are not denying the 100 % back on these two policies. The *************** contract refund is ready to pay as soon as this complaint has been settled. The *** refund will go to TD Auto. Our cancellation process is exactly that, a process. We pay the warranty company for the coverage. Once there is a cancellation, we are either waiting on a check from the warranty company or for a monthly invoice with the credits. Due to this process, we have listed on our cancellation form approximately for the time, some refund are quicker than others. Whatever monies that **************** has received from his lender has no bearing on the amount owed to him from our end. That check was probably for an over payment, he would have to contact his lender to know why he received that.The *** payment will go to the lender and the lender refunds the customer. That is the dealer agreement we have with that lender in the state of *****. Any further issues regarding the *** refund will have to come from TD Auto.
  
  Thank you,
  ***************************
  F&I Administrator
  Round Rock Hyundai/Genesis Round Rock. 

  Customer Answer

  Date: 06/14/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/25/2024

  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.

  Round Rock Hyundai has single-handedly delivered my worst car purchasing experience. I regret not seeing the warnings here in existing BBB Complains about this establishment before stepping foot into the dealership. In hindsight. I purchased a supposedly brand-new vehicle, only to discover upon closer inspection that it had a noticeable dent and chipped paint. Unfortunately, the rush to take delivery at night, as the dealership was closing for the day, meant that these issues went unnoticed. Two days later, I reported the problem, I encountered a shocking lack of accountability from the General Manager and personnel. Their response was to subject me to a time consuming, exhaustive, and fruitless process, reviewing security footage, which failed to prove the vehicle was in pristine condition upon delivery. They could not demonstrate that the damage was pre-existing when I returned at daylight to have it detailed; and coming back home after the detail job is when I noticed the dent and paint damage, so I made my report. Cameras could not evidence the culprit. They offered to remove the dent, and as absurd as it sounds, they mentioned they could not fix the chipped paint issue because they needed to perform an invasive and lengthy repair and paint process involving multiple parts and labor, I told them that this option was not realistic neither acceptable. When I asked them to arrange monetary compensation for being left with a depreciated and damaged vehicle they just played dead ignoring my emails and messages....they basically left me in the lurch. Also the **************** attempted to manipulate my feedback by pressuring me to complete a ***************** survey in their favor because it affects sales figures. Their tactic involved providing a "sample" survey , dictating how and what I should respond to each question. Yesterday the ** offered to settle for a ridiculous amount that cannot even cover for a wax job. Sr I have a chipped paint damage for god's sake.

  

  Business Response

  Date: 04/25/2024

  It is true that Mr. ****** purchased a Palisade on the night of March 27th, what Mr. ****** has left out of his statement, and this is IMPORTANT, he returned on the 29th to have the car properly detailed and delivered by the salesperson, no mention of damage at this time. Upon completion of the delivery detail, Mr. ****** inspected the car with the salesperson and took the car home, again with no mention of damage. It wasn't until the following week that Mr. ****** came back in and pointed out the obvious dent in the driver's door that he claimed was there on the 29th but neglected to say anything about? I went back to the time of detail and could not see any damage in the video. Our detail team is trained to carefully look over all new car deliveries and point out any damage that they see so we can address these issues BEFORE any customer takes their new car. Mr. ****** reported zero damage on the 27th and 29th when he took the car the second time after it was detailed. Coming back days later blaming us and accusing my detail team as a possible cause. Mr. ****** never once said it could have happened over the days he had the car. So, I explained in GREAT detail what could be done to make it look better or make it disappear. To make it disappear we would have to paint multiple panels on the side of the car. You cannot paint the spot where the small paint defect is, you have to blend the paint resulting in painting much of the driver's side of the car in order for the paint to blend and match. We won't paint a car the wrong way, if not done correctly it will look even worse. We have a Bodyshop right next door I had them look at it and they confirmed what I conveyed to Mr. ******* He is welcome to take the car to any reputable Bodyshop and they will say the same, I even offered him $500 to take it to the Bodyshop of his choice and have it repaired. He declined and demanded $1000. I gave Mr. ****** a second choice which was to remove the dent, but the small paint blemish would remain, he agreed so I took care of the small dent. Mr. ****** asked if that was the best we could do, and it was, just as I explained, he took the car for a third time. Below are some of the emails that Mr. ****** has sent, beginning on 4/10:

  From Mr. ****** on 4/23

  Now what ? I never agreed to a mediocre unfinished job. I agreed to NOT having my car dismantled just because you don't have the ability to do a non invasive paint job. 

   Are we clear ? Skewing my words do not exempt you from responsibility.

  I am very ****** off now and won't give up on this abuse.

  From Me on 4/23

  This is what I will do to try and put this to rest. I will give you a check for $500.00 and you can take it to any body shop you prefer. Let me know. 

  Mr. ******'s response on 4/23

  $500 ? - don't low ball on me and don't make me get a real quote from a respectable body shop.
  
  I need $1000 to cover the damage you caused me and call it a day. Not negotiable.

  Customer Answer

  Date: 04/29/2024

  Complaint: 21621720
  
  I am rejecting this response because: I need the dealership business to acknowledge the $500 they mention here in order to settle on the issue 

  Once I have confirmation from them on how I will get the $500 I can accept and close this complaint. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/30/2024

    **** ****** as I stated in my response, we were willing to give you the $ ****** to do whatever you wished with the money. All I ask "respectfully " to take all the negative posts down, once that's done, I will have the check mailed to your address ASAP..

  On GooglePlace:

  "We had a very unpleasant experience buying a car at this dealership, they sold us a 2024 car with a dent and chipped paint. The worst thing was the lack of response and accountability from the general manager uwilling to settle. Stay away from this dealership."

  Customer Answer

  Date: 04/30/2024

  Complaint: 21621720
  
  My ****** map review has been taken down, please check. I am keeping this case open until I have written confirmation in your reply here that you have mailed the check or the date you commit to do so. I can also pick it up at reception desk of the dealership if you deem convenient.

  Once I have a reply with written confirmation on the shipping of the check, I will accept response and close this case.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/05/2024

  Type:Billing 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 went to this location in February of 2024 to lease a new vehicle. My lease was up in April, so I traded in my 2022 Hyundai Tucson for a 2024 Hyundai Tucson. I was told that Hyundai would handle the pay off of the old lease as I took the new one home. 2 months later, the account was never closed and I am listed in "default." When I reached out the first time, it took multiple attempts to get in touch with someone. The finance manager told me he was "on vacation" and that a final form needed to be filled out, but it would happen that week. This was late February. Today, April 4th, I received a letter of default on the old lease and finance claims they never got the pay off. I continue to be bounced around with nobody able to solve the situation. I have had 100% on time payments through my entire credit history, and now their negligence is impacting that.

  

  Business Response

  Date: 04/05/2024

   

  I spoke with ****************** yesterday at 5:07pm. and did confirm that his lease was paid off with HMF.
  
  His account will be updated to current.
  
  ***********************
  General Sales Manager
  Genesis of Round Rock
  Round Rock Hyundai
  ************

  Customer Answer

  Date: 04/05/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/03/2024

  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 have received recalls on my engine from Hyundai, for my 2017 Sonata. I made an appointment at South Point Hyundaui in ****** *****, to do services & to look into my recalls on my engine. They did tell me that I didnt show any recalls on my engine. About a month after services I noticed that I had no oil showing on the stick. Ever since I have had to change my oil frequently & also adding oil frequently. Calling the manger there to return my call never happened. Finally I got Hyundai in Round ***** where I purchased my vehicle to give me an appointment for an oil consumption test after months of waiting due to covid. So they said also the requests for the service manager to call me went unreturned.. I arrived to my appointment and they only had me down for an oil change. I asked why they took the oil consumption test off & replaced it with an oil change that I didnt need or requested. The service man just gave me a card with Hyundais customer service phone number and told me that they received information from Hyundai corporate to not do anymore oil consumption tests. I called the 800 number fir Hyundai more than one to never receive a call back either. Can you help me or direct me on what to do. Im a 63 year old female who cant afford a new car and am scared to know that my engine may blow once I hit my ******* ************* mileage is now at ****** from around I think, ****** I had when I was aware of this issue.

  

  Business Response

  Date: 04/03/2024

  Hello, after looking into and researching what we have access to, it appears that the last visit to a dealer was to South Point in 2022. We do not show a visit since 2019 and no appointments on record since that time either. It appears that regular servicing has been completed, just not with here. Please see attached CarFax report showing this information. ****************** mentioned that this issue has been going on since South Point serviced her vehicle last, is that accurate? If that is the case, the issue has been going on for nearly ****** miles. ****************** should be contacting South Point as they have the most recent records. That dealer can then work directly with Hyundai to assist the customer with her needs.

• Initial Complaint

  Date:01/15/2024

  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 purchased a Hyundai ****** from Round Rock Hyundai in February 2023. Had my first free oil change service in July 2023.During my aforementioned service appointment, the oil filter gasket sustained damage by the technician, resulting in an engine oil leak. I wasn't aware of the damage at that time.On November 10th, 2023, I observed the low engine oil illuminating.I immediately contacted the dealership seeking resolution. Regrettably, I was informed that the earliest available slot for rectifying the issue would be in April ****. Consequently, I sought assistance from an alternative service provider, ******* Hyundai, which identified and addressed the root cause of the problem in the subsequent days.I have also engaged with Hyundai ************** filing a case with the reference number ********, to discuss reimbursement for the expenses incurred during the repair process. Both ******* Hyundai and Hyundai ************* have concurred that the damage, incurred during the oil change service at Round Rock dealership, falls outside the scope of warranty coverage. Consequently, they have advised that I seek reimbursement directly from Round Rock Hyundai.I contacted Round Rock Hyundai with the full details of the case on December 4th, 2023 and the service manager declined to reimburse me. He didn't even deny causing the damage, just declined to pay for it.I am seeking reimbursement for the following expenses:Cost of repairs (Paid to ******* Hyundai) - $339.24 Cost of rental car (Paid to Turo) - $672.23 Cost of 3 Uber rides to/from rental car - $17.98, $22.94, $11.97 Total: $1,064.36

  

  Business Response

  Date: 01/15/2024

  We appreciate you reaching out and we understand your frustrations, however, ulitmately the store in ****** had your vehicle for 6 days to tell you that it was in need of a new oil filter o-ring in which an oil change remedied your issue. As you know an oil change takes no more than an hour or two and in this case a defective o-ring on your oil filter was claimed to be the cause. Also to charge you over $300 for an oil change seems quite excessive as well as having it for 6 days. Not seeing the vehicle or being able to inspect what they removed, we cannot be held responsible for the claims of another store.

  Customer Answer

  Date: 01/15/2024

  Complaint: 21144867
  
  I am rejecting this response because:

  Unbelievable. Round Rock Hyundai has the audacity to criticize the cost and fix time of ******* Hyundai after Round Rock Hyundai said they could only accept the car for fix AFTER SIX MONTHS! Adding insult to injury, it was Round Rock Hyundai recommendation to seek a different Hyundai dealership that will accept my car sooner, and they have transferred me to Hyundai ************* which resulted in referring my to ******* Hyundai. Now they have the audacity to complain about ******* Hyundai's ***********, repair cost and fix time. 
  The cost of the fix included the diagnosis, the parts and the labor. As a client, I can not control the price of the fix nor the time it takes to fix it. Not only that, it's not like Round Rock Hyundai offered a partial reimbursement for the damages and the rental car, they declined to pay anything!! Not a single dollar! So why do they even mention that the price is too high and the 6 days were too much?

  Just an absurd response! 

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

  

  Business Response

  Date: 01/15/2024

  ************, you visited our store in July for an oil change, then in November your oil light came on, in between this time your vehicle went over **** miles and was noted to have been 2 qts low on oil by another store. As with all combustion engines, there is a threshold of oil that the engine can safely use and for your Hyundai, that is 1 quart per **** miles. ** **** miles, it would not have been unreasonable to have needed 5 qts of oil added over the course. With that, keep in mind that a pinched o-ring at the filter would have leaked a lot more oil than 2 quarts as it is under the pressure that the engine produces. In addition, we are not questioning the credibility of anyone, just pointing out facts. Not saying that there wasnt a leak as noted both by you and the other dealer, do you have the old o-ring or proof that it was pinched as the claim states?  With all due respect, I do not see how after 4 months and **** miles your issue is our responsibility.

  Customer Answer

  Date: 01/15/2024

  Complaint: 21144867
  
  I am rejecting this response because:
  

  Round Rock Hyundai doesn't deny there was an oil leak. They could have contact ******* Hyundai with technical questions they had about the fix or the old part. They were notified by me DURING the time the car was at ******* and didn't request me to keep the old part as a proof, so why raising it now as an excuse?

  The bottom line is - Round Rock Hyundai damaged the oil gasket as clearly stated in the report by ******* Hyundai. The moment the oil light lit I contacted them. The fact that the light turned on **** miles after the original oil change doesn't change the root cause. They contradict themselves saying they don't question the credibility of ******* Hyundai while saying they didn't recieve the old part to examine, a request they never made until this moment when it's too late to provide them. 

  I purchased a brand new ****** from Round Rock Hyundai, a dealership that promised me 10 years of warranty WITHOUT OUT OF POCKET EXPENSES and on the first year after the first oil change a damage THEY caused is fixed out of pocket and they don't reimburse it.

  I just wish there won't be any more victims that fall for the lies of this dealership. 

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

• Initial Complaint

  Date:10/23/2023

  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.

  I came to purchase a vehicle last month in September. But the car wasn't up to part after testing driving it. The Car was making noises so I ask can I return the car, ******************************* was salesman and wasn't willing to give me any warrantys on car so I ask to return it. The supervisor ****** told me I could and they would issue my down payment of a 1000 back. So I return the car but they never gave me the money back for over a month now they been saying the check is in the mail. Never received and they doesn't have a tracking number

  

  Business Response

  Date: 11/02/2023

   ****************** was issued a check back on 10/5 it was mailed to him. I didn't know he hadn't received the check until this complaint was filed.at which time we cut ****************** a second check which he picked up last week the 24th. At which time he told us he would remove this complaint. The customer has been made whole we canceled the first check. 

  Sincerely

  ************************* GM 

  Customer Answer

  Date: 11/02/2023

  Complaint: 20765062
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************** I received check and when deposited still could t get funds from the check cause the company had a hold on it. Suppose to get deposited today waiting on update 

  

  Business Response

  Date: 11/03/2023

  We do not put a hold on refunds for any time period are you sure it's the right check? only asking. Get me the check number and i will verify,

  Sincerly

  ************************* GM

  Customer Answer

  Date: 11/04/2023

  Complaint: 20765062
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************** the only way the check would be wrong if you gave me the wrong one. I Received the check from dealer and bank told me it cant be deposited until Nov 2. Been over 2 months waiting to get this check. When I already told y'all my bank navy federal was willing to fully ************'s why I needed the check back. Your company still took a deposit and but alot of hard inquiries on my credit while **** received the car right back within three days of me driving it. in September