Consumer complaint received 2026-05-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: HYUNDAI CAPITAL AMERICA
State: TX

Complaint narrative:
On XX/XX/year>2026, I purchased a 2026 Hyundai XXXX XXXX XXXX at XXXX XXXX XXXX of XXXX, Texas, with financing provided by Hyundai Motor Finance. During the negotiation, General Manager XXXX XXXX, Sales Manager XXXX XXXX, and XXXX XXXX XXXX Manager XXXX XXXX verbally assured me in the presence of my wife as witness that they would match all comprehensive factory protection packages, all Hyundai Protection Plans, consisting of XXXX XXXX XXXX Contract, XXXX XXXX XXXX, Platinum Vehicle Protection, XXXX Term Protection Plus, XXXX XXXX XXXX. These terms were documented in a handwritten worksheet prepared by XXXX XXXX. Due to the rushed electronic signing process at approximately XXXX XXXX, I relied on those representations. Upon reviewing the documents the following day, I discovered material discrepancies : In the first contract, on page 2, section O, the protection services listed were in-house XXXX XXXX Hyundai of XXXX products XXXX which I had not requested. In the second contract, the Platinum Vehicle Protection plan was priced at {$2900.00}, significantly above the fair market price of {$2100.00} confirmed at other authorized Hyundai dealerships. Additionally, although I had specifically requested the inclusion of Cosmetic Wheel Repair as part of the protection package, it was falsely marked in the contract as a service I did not want. On XX/XX/year>, I returned to the dealership to correct the contract. While some modifications were made to remove the in-house products, the dealer in the breakdown of the Platinum Vehicle Protection removed the Cosmetic Wheel Repair coverage that I had specifically requested, without my knowledge, consent, or prior notification. Furthermore, they refused to include other factory protections that I explicitly requested in writing : Appearance Protection, Maintenance Wrap, and Term Protection Plus. The services and extended protection plans are publicly advertised on the Hyundai Finance America portal, with detailed PDFs available. However, the portal does not display pricing information and provides no direct option for consumers to add these products separately to the contract. This structure forces consumers to rely exclusively on the selling dealer. I have made repeated good-faith attempts to resolve the issue, including multiple calls, texts, and in-person visits to the dealer. On XX/XX/year>, I spoke with XXXX XXXX, Customer Service Agent of Hyundai Finance, explained in detail everything that had happened up to that point, and requested assistance to add the requested protection coverages. He stated that he could not do anything to add the additional coverages and that everything had to be handled exclusively with XXXX XXXX Hyundai of XXXX, even knowing the way I was treated by them. Additionally, I received and completed a customer satisfaction survey sent by the XXXX XXXX XXXX ( XXXX XXXX, Vice President of XXXX XXXX XXXX XXXX of Hyundai Motor America ) on XX/XX/year>, where I detailed my dissatisfaction and all the issues. I believe I have the right to protect my investment by obtaining the additional factory protection packages I specifically requested and for which I am paying. Unfortunately, despite my repeated good-faith efforts including direct communication with Hyundai Finance Agent XXXX XXXX and detailed responses to customer satisfaction surveys neither Hyundai Motor Finance nor XXXX XXXX Hyundai of XXXX has provided meaningful assistance or resolution. The lack of transparency and accountability in the process has left me without the protections I was promised and paid for.

Company response to consumer: Closed with explanation