ComplaintsforLithia Hyundai of Reno

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am submitting this complaint to document my extremely disappointing experience with Lithia regarding the unresolved cosmetic defects on my 2024 Santa Fe Hybrid AWD. Since taking delivery of the vehicle on August 30, 2024, I have noticed several defects, including dents in the side panels, scratches and dents in the dashboard, swirl scratches in the windows, and visible spots on the side panel from improper use of Armor All. Despite my multiple attempts to address these issues, including a 60-day period of phone calls, the Lithia team, including the sales associate, sales manager, and general manager, has failed to respond effectively. I was initially allowed to have the car detailed by a sister location, but none of the issues were resolved during this process. I have asked for documentation of my concerns, but they have refused to put anything in writing. This lack of accountability and transparency is highly frustrating. I expected higher quality service and responsiveness from Lithia, especially for a new vehicle. Given the time and effort I have invested in attempting to resolve this matter, I am now seeking assistance through the BBB to ensure my concerns are addressed and these cosmetic defects are resolved satisfactorily. I am requesting that Lithia address all of the noted defects at their expense, including any necessary repairs or replacements to return the vehicle to an acceptable standard for a new purchase. This includes like replacement car during repair period. Additionally, I would appreciate formal documentation of these concerns and clear communication moving forward.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my 2017 Hyundai Santa Fe Sport to Roy Foster's automotive and a test was performed stating "Customer Concern: Vehicle is shaking and the check engine light popped. We were able to verify the customers concern that the car is running extremely rough. We started by scanning the vehicle for codes andfound P0302 and P0420. The P0302 is a misfi re in cylinder #2. P0420 is for a catalytic convertor effi ciency, was is a problem that is mostlikely caused by the misfi re dumping excess fuel through the emissions systems. We also did a compression test on cylinder #2 and #1pictures above. Cylinder #2 tested below 30psi and needs to be between 125-130psi. Cylinder #1 is pictured to show what #2 should be at. Unfortunately with these results, this does in fact condemn the engine and at this time our recommendation would be a new motor. With thatbeing said this is a very common problem in these vehicles and there are generally extended power train warranties for these issues throughthe manufacture, Our recommendation would be to not drive it any further". The Santa Fe was towed to Lithia Hyundai and Lithia has not cooperate with the findings in the report and did not perform the test showing that the engine failure was due to cylinder #2, Lithia did not try to inform corporate Hyundai the reason for a new engine to be installed under the powertrain warranty and just submitted a generic request with no proof or back up even after we have tried numerous times to talk to them and tried to have them work with us.

  Business response

  09/02/2024

  I'm sorry I missed this. I have printed the provided attachment and will get with the management team tomorrow in search of a remedy. Thank you for this reminder, I'll be in touch. 

  Scott

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  TOOK MY VEHICLE IN FOR A THIRD TIME ON 4/12/24 WITH AN ENGINE LIGHT ON, CODE CAME BACK A TRANSMISSION ISSUE. THEY CALLED ON 4/15/24 THAT IT NEEDED THE TRANSMISSION THEY PUT IN HAD TO BE REPLACED AS IT HAS MANUFACTURING ISSUES, FAULTY PARTS, AND DEFECTS. THEY STATED THE PARTS WERE ON ORDER WHICH MEANT THEY GOT APPROVAL FOR THAT REPLACEMENT. UNDER WARRANTY. THEY KEPT THE CAR THREE WEEKS AND NEVER DID REPLACE THE TRANSMISSION, ONLY THE OIL PRESSURE SENSOR ASSEMBLY WHICH WOULD HAVE NEVER TAKEN THAT LONG TO GET DONE, MAYBE A FEW HOURS OR DAYS AND I WOULD NEVER HAVE HAD THAT LOANER THAT GOT A FLAT ON 4/29/24 WHICH THEY CHARGED ME $324.50 TO REPLACE. IF I HAD HAD MY OWN CAR THAT WOULD HAVE BEEN REPLACED BY DISCOUNT TIRE FREE OF CHARGE BECAUSE OF THE ACCOUNT I HAVE AT DISCOUNT TIRE. I AM TIRED OF THIS MERRY GO ROUND WITH THIS VEHICLE. I NEED A RELIABLE DEPENDABLE VEHICLE WHICH I DO NOT HAVE BECAUSE THEY WILL NOT FIX IT RIGHT. AND THIS IS A VEHICLE WE HAVE NOT HAD FOR 53 DAYS THAT IT WAS IN THE SHOP, ON THREE DIFFERENT OCCASIONS SINCE 1/30/24. AND WE HAVE CONTINUED TO PAY THE PAYMENTS, INSURANCE AND REGISTER IT ALSO IN THAT TIME FRAME. I AM MAINTAINING THEY HAVE COMMITTED FRAUD AND ARE NEGLIGENT IN THEIR HANDLING OF THESE ISSUES!

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 2017 Jeep Wrangler "as is". The problem is that a week after we got it, the change oil sensor started going off and the oil was low, the transmission fluid is burnt, there was no coolant in the reservoir, no windshield washer fluid, and no mats in the vehicle. On the car fax report and in the vehicle history all this was stated it was done including mats put into the vehicle. The only person who has talked to me was the salesman. I have called the service department and left messages as well as written the finance manager an email with no responses. I also got an email to be reimbursed for the Hyundai Kona that we traded in and no one has contacted me about that either.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22/24 I went to **** Hyundai to inquire about the 2024 Santa Fe. ********************* helped me and we went on a test drive and then he asked if I wanted my car valued for trade in, after I gave the him my keys, he did not give them back to me. I was running late for lunch and told him I had to leave and would come back. He made me wait about 40 minutes and after I told him I really had to leave for the 3rd time, he left and came back and said, go ahead and take the car I test drove. I came back after 2 hours and he did not have my trade in amount ready and we waited another 30 minutes. I told him I had to leave and would be back tomorrow and asked for my keys, he would not give me my car keys back and said it would be a few more minutes. ***** asked what it would take for me to not shop and buy today, I said maybe if we got it down a few thousand and added window tint and floor matts. He first quoted me about $4k more than the price I saw online. Again I told him I had to leave and would come back tomorrow and he ignored my request. The sales manager then came in with a quote and a low offer on my trade and we went back and forth on negotiating and I was clearly flustered and was not happy with the trade in and he would not give me the floor matts. He said if I signed this quote I had to purchase and I signed because I just wanted to leave. I asked again to leave and come back tomorrow. ***** then got very rude and said "it takes time to trade in and buy a car", I replied back that I did not want to buy the car. I felt I had to sign the paperwork to get my car keys back. ***** then said he would follow me to my home to get the title to the trade in and I firmly said no and grabbed my keys that he got from his desk drawer and ran out of there. I felt bullied and preyed upon being a woman and it was inappropriate for them to keep my car keys and property. I delivered the title today and was treated very badly by the finance manager *****, I assume because I was rude the day before because I told him I was not happy with how this sale was going. I called and requested to take my trade in back and just pay the cash that they offered for the trade in because they trade in value was not fair and was not called back. This dealership does not respect their customers and made me feel like a hostage withholding my car keys and the ability to take my own car to lunch or go home.

  Business response

  03/04/2024

  Hi ****************,

   I sincerely apologize that you had an unpleasant experience with our sales department.

  Looking at the notes in our database it appears that you've been in touch with ******************* and ***********************, the dealerships General Sales Manager and General Manager respectively. As I write this at 7:30 pm on Monday evening March 4th, neither ***** nor *** is in the office, but both are due in tomorrow around 11:00 am. After I speak with them tomorrow, I will return to this site and update the notes accordingly. Your experience *** have been addressed already, but if not, I will offer whatever services I can. 

  Thank you for sharing your experience, I will be in touch. 

  Respectfully yours,

  *****

  *********************** |CUSTOMER RELATIONS MANAGER |**********************
  Phone: ************** | Fax: ************** | Email: ********************************
  Address: **********************************************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is ****** *****. I'm the stepfather for ******** *****. who has been evaluated by the State of Nevada and the Social Security Administration has having deminished capacity. In addition ********s son has autism and ******** is a single father. My son was living with a caregiver who was helping him with his son. She talked my son into signing for a car loan. She has since passed away and now my son is stuck with a car and doesn't have a driver license. They sold my son a 2013 Nissan Rogue with 98,913 miles at 20.83% interest. Kelly Blue Book has evaluated the value of the car at $7,000 at the top end. It is obvious to anyone speaking with my son that he doesn't understand everything that is going on. My brother, ******* *******, who works with a car dealership in Prescott Arizona has contacted the GM with the dealership asking that they buy back the car. He advised me he is being given the run around. He has asked that they buy the car back due to my sons deminished capacity.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 01/22/23, I went in to Lithia Hyundai of Reno in hopes to purchase a 2023 Hyundai Santa Fe. Overall it was a very uncomfortable experience and felt extremely pressured even when I stated multiple times I needed time to think about it. They did not have the vehicle I wanted so the salesman expressed if I sign the "pre-contract" they could order the one I wanted and once it arrives on 01/26/23 I could then resign this paperwork and the final paperwork, stating this was not the final paperwork. I was not given any paperwork that I had signed and felt extremely uneasy about it. The finance manager had a timer next to him and told me "I get timed for this so we go fast" If I did ask a question he was irritated and I felt talked down to . I called immediately and no one would return my emails, texts, calls. I was unable to go back in since I live an hour away and take care of my elderly grandfather. I even called in and asked for a manager to return my calls multiple times with no response. The car did not arrive on the day I was told it would (01/26 and no one was in communication with me. Brian Kelly (Salesman) then called my sister's number for some reason on 01/27/23 and left a message stating he was just leaving to go pick up the car and guaranteed it would be in Saturday 01/27 no matter what. I called him back and expressed my concerns and he verbally told me that he would guarantee it to be here then as well. Only communication I had from him on Saturday was a text message stating he will try and have it in on Monday 01/30. I asked for more explanation and nothing was given. By Monday, I was extremely upset since no one had called to explain anything to me so I text and called demanding to speak with his manger. I expressed to his manager Steve that I was unhappy with how everything was being handled and I have been trying to get a hold of someone to get copies of the paperwork I signed so I could cancel this purchase. This is when the threatening and verbal abuse started. I have these threats documented in texts and voicemails. He stated that they would be dropping the car off to my house, taking my trade-in and they would be getting the title to my car from the DMV and that I would have to follow through with the purchase. I reviewed the paper and work, discussed with my lawyer, and contacted another dealership to see what my options were. My lawyer reached out to try and meditate the situation and Steve stopped all communication after telling him there was nothing I could do, last communication from Steve was 01/31 at which my credit was run again and did not give permission for. I was not told which loan was approved or any information I was approved until I got this information in the mail 02/13. Since then I have met with a different lawyer who reviewed the contract and stated I was not liable for the vehicle since they have not preformed on their end. I sent a formal cancellation letter to Steve with no response. I did not approve them to continue the funding nor did I fill out any loan paperwork that I am aware of. I have filled a complaint against them through the DMV and Better Business Bureau as well. Regardless of the contract I signed, it was handled very unethically, taken advantage of since an a women and with no communication, and still do not have the 2023 Santa Fe. I do not feel comfortable working with either of them and honestly you should be aware of how they treat people and represent Lithia as a company. I am disgusted by the way they have handled this situation. I still do not have the 23 Santa FE. To please be in contact with me regarding this matter so I can explain in more depth. I consulted with another Hyundai dealership and they stated I was being charged $15,000 over what it should have been out the door. My first option would be to renegotiate the Overall price of the vehicle. If that is not an option, I do not want to follow through with this purchase due to the dishonesty, un[professionalism, and unethical mannerism that was taken with this. I feel some sort of action should be taken due to how poorly I was treated. To please be in contact with me regarding this matter so I can explain in more depth as I will be moving out of state 02/16. I consulted with another Hyundai dealership and they stated I was being charged $15,000 over what it should have been out the door. My first option would be to renegotiate the Overall price of the vehicle since they were dishonest. If that is not an option, I do not want to follow through with this purchase due to the dishonesty, unprofessionalism, and unethical mannerism that was taken with this. I feel some sort of action should be taken due to how poorly I was treated and would hate for any other female or person to experience what I have when it should be a happy overall experience.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Took in my Hyundai Kona 2 times for the same thing. The adaptive cruise control. It doesnt work properly. I have video and picture evidence not reacting to the speed I have it set to. Most of the time, I am on a straight road with no cars in front of me, and the speed of the vehicle will slowly trickle down anywhere from 1-10 mph, before it even attempts to speed up to the set point. I have been told both times, it was fixed and test drove with success. Problem is, it still doesnt work. I dont have the time to keep going into the dealership, and having them keep telling me its fixed when its not., I will provide video and photos of this happening. The other big problem is, I have tried to call and leave voicemails and emails, stating the car isnt fixed. I never have gotten a response back. They have said to the prior Hyundai customer support that they have reached out to me. Thats not true. There is no record on my phone from the last few months. When does this become a lemon issue? How is this going to get resolved? I dont have the time to keep going to the dealership and then being told it works.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used 2012 Hyundai Sante Fe about 2 months ago from Lithia Hyundai of Reno. The vehicle had only 1 prior owner with no accidents and a spotless up-to-date maintenance record. I purchased the vehicle, was cleared buy the bank, and signed all the paperwork on June 3, 2022. The dealership wouldn't let me take my vehicle because they said they wanted to clean and detail it and also "finish" doing a safety inspection. They kept my vehicle for 8 days, and it was on their website for over a week stating it passed all inspections but not certified. I went to register my vehicle and I had to pay $570 to register a 2012 SUV with 153,000 miles on it. This is not correct. In the 6 weeks I have had it, I have had it in the shop 4 times including my battery being replaced and then my alternator. I bought an extended warranty but none of my repairs were covered. I just got my vehicle back on Friday, 08/26/2022, which was a week and a half after I dropped it off. I had called almost every day trying to get an update on the status of repairs and the cost and never got a call back. I just went in person this last Friday and it was already fixed. I was quoted $400 to $670 and the final cost was $663. I have never received a copy of the multi-point inspection that was supposedly done this time, and when I had to get a new battery, which I have asked for every time. Also, I was told to tell the bank that I gave the dealership $1700 in full for my down payment but I gave them $700 cash and qualified to pay off the $1000. They said they that they always do that and they will handle the financing end. I have never heard of that before. I wanted to mention that because it doesn't sound right. I feel that I am being taken advantage of. I bought this vehicle in confidence it was reliable and had documentation to back that up. I hope you can help in this matter. Thank you for your time, ******* ***** ************ *********************  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got a car from lithia Hyundai of Reno. I originally signed up for extended service but decided I did not want it. I have 4 days left until the 60 days to cancel and I’ve repeatedly asked and begged them to cancel it. They kept telling me that if I did that then I would get my car taken away and not be refunded the $4700 down payment. Every time I go they start interrupting me and try to control the conversation. I’ve have 3 men surround me all talking at the same time to try and confuse me, and they used each other to try to convince me that it was a bad idea. I finally got a recording of them saying the extended warranty is canceled, but as of 45 days later they have not. Lithia Hyundai of Reno refuses to give me anything in writing that it was canceled so I had to record them as a last resort. In regards to the contract, the original financing I agreed to and thought I signed was replaced(21% interest/ 36 months) with with a lower interest rate of 19%, but now for 72 months. I assume this was done while the car salesman left the office for 30 minutes to speak with the financing manager. The contract is separate pages and not a typical long single contract that’s connected. The first page describes the financing with terms, and does not require any initials or signature on this page. The signature page is on a separate piece of paper with no number figures on it. Lithia Hyundai of Reno knowingly replaced the top page of my contract with a revised financing and terms without my knowledge. In doing this they supplied me with a thumb drive which contained my contract and everything I signed. Because I was not given a physical copy I was not aware of this fraud attempt until weeks later when I went down to the library to view the thumb drive they gave me.

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