Bought A New Suv, And The Dealer Is Refusing To Install The Tow Package As Advertised.

My Location: Oregon

Dealership Location: Washington

We went and purchased a new 2025 Hyundai Palisade from a Hyundai dealership in Washington. I purchased the vehicle for approximately $225 below the price advertised online, which took advantage of a $3,500 discount by leasing through Hyundai.

The Palisade was advertised as having a tow package installed, among other items. When I first called about the vehicle and spoke to the sales rep, one of the distinguishing factors between their available 2025 Palisades that we both commented on was the tow package. The internet advertisement had the feature advertised in multiple locations.

On the day of our purchase, the original sales rep wasn't working, but he handed us off to a second rep for the process. When we arrived, I specified which vehicle I wanted to see by model, color and the tow package. It was dark, very cold and windy, and so minimal time was spent outside looking around the vehicle. I asked the rep while standing behind the vehicle if the tow hitch was concealed by a removable cover (which is a feature of the car) and was told yes. In no uncertain terms she stated this was the one with the tow package installed.

After going inside and working through paperwork, I asked at least two more times to make sure someone showed me how to remove the cover to access the hitch before we left that evening. Each time the rep assured me it would be done.

When we finally walked out to take control of the vehicle, I asked to be shown the process and after feeling around the bumper (it was clear the rep didn't actually know how to remove it), they pulled up YouTube on their phone and stated it would need a screwdriver (it does). Again, as it was cold, windy and had taken a few hours, I said no problem, I would learn myself at home.

Yesterday after work I removed the cover as intended. No hitch, no tow assembly, nothing installed. I called out original sales rep, who has been very kind, and notified him.

After about 1.5 hours he called back and profusely apologized, said it he could see it advertised on the listing, that everyone at the dealership believed it had the package but they all should have checked. Then he delivered the news that because they had lost ~4k dollars on the sale of the vehicle already (it was a good price, but I was shown lower numbers than that during the haggling process multiple times), unfortunately they would not be adding the package. I was recommended to have one installed through U-Haul myself. I thanked him for the apology, absolved him as an individual of blame (he wasn't present) and hung up.

Further, I was told that if a tow package had been on the vehicle, they never would have sold it to me at our purchase price anyways. Reminder - I only paid about $250 less than the advertised price online.

I am not sure the best course of action, my initial thoughts are to detail the issue in writing via an email with the involved parties, including screen shots I grabbed from all the locations the package was advertised online, and give them a documented chance to do the right thing.

If they choose not to, there is a signed agreement in our paperwork that says any issues would go to a mediator.

Am I missing anything else I should do? Any advice for what to do should they decline again to install the tow package?

Thank you for reading a long-winded post.