ComplaintsforBoucher Hyundai

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I processed an order for car parts for my wifes Hyundai ******. I paid $79 for expedited shipping to have the parts delivered on 3/4/24. When I noticed I never got a tracking info I began reaching out to them. They said it would be delivered on or before that date. Now it is 3/9 and I have not received my order. I have sent multiple emails to them requesting status and my expedited shipping cost of $79 to be refunded. They still have not responded to any of my email or voicemail. I sent them a email on 3/8 in the am requesting someone from management call me and they never did. So, now I am filing an official complaint for lack of communication and not providing what I paid for.

  

  Business response

  04/05/2024

  ************************************* Placed an order online February 28th of 2024 with expedited shipping.  The parts were sourced from Hyundai and shipped to the customer by **** on the 4th of March via express mail and slotted to arrive by the delivery date of march 5th per the shipping estimates given to us.  The package was then in the hands of **** for 14 days total.  The customer reached out to us via email on revolution parts asking for updates on February 28th, 29th, and March 2nd which were all responded to.  From the 5th to the 8th of March the customer emailed 3 times via revolution parts email and was not properly taken care of.  He had asked for a refund on the expedited shipping due to the extended delivery period.  The employee that was responsible for taking care of these email requests failed to do so in a timely manner and also did not inform me of the issue at hand for this particular order.  That being said he is being written up for not following procedure and our customer service guidelines properly.  I found out about the matter after fielding a phone call from the customer the day his part was delivered.  I promptly apologized to the customer for the delay and lack of communication and refunded the entire freight value upon the customer's delivery of the parts.  Below are the screenshots of the customers initial order, the log of the **** tracking information, the refund given to the customer and finally, the email chain.

  Customer response

  04/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing my lease 02/07/2024, I was told by the sales representative, *******, that I did not have a 10 year 100k mile warranty on my vehicle. I was later told by the finance manager that I only had a 5 year 60k mile warranty on my vehicle in which i only had 1 year left on and that if I wanted the 10yr 100k mile warranty, I would have to purchase it. The payments would be placed on my monthly bill. I informed the finance manager that I wouldn't be able to afford my payments with the added warranty as it increased my monthly bill by $57. He told me it was that or I would only have 1 year of warranty left. I found out the following day that my car DOES come with a 10 yr 100k mile power train warranty which is all I wanted. What this dealership scammed me into was an electronics warranty. I have attempted to contact management at this dealership multiple times, once by phone and 2 emails which I have attached. I have received no communications back and now I am stuck paying for a warranty that I was conned into getting because I was told multiple times that this 5yr 60k mile warranty is the ONLY warranty I have on my vehicle.

  

  Business response

  02/26/2024

  Dear BBB/ *****,

  Apologize for the misunderstanding. Our  Business Manager *************************************** explained how the factory warranty was going to expire soon and reexplained the extended warranty information. After being briefed ***** decided to cancel the warranty. We mailed the form that needed to be signed and will receive a refund directly or the bank that gave her the loan will be sent the check to lower the car balance. 

  Best Regards,

  GFB

   

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Though I agreed that the dealership apply the amount of this warranty refund to my loan balance, I am still not satisfied. I now have to refinance my vehicle to get the payments back down to where I need them to be. I was told this could take 3-4 weeks which means I'll be outside of the 30 day credit check window and will have to have another hard inquiry to refinance my vehicle. They apologized for the misunderstanding but I do not believe that this was what that was. The dealership blatantly withheld information so that I would purchase an extended warranty.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2017 Hyundai Santa fe sport in dec 2022. First oil change done on 1-18-23. They said oil off stick. Went to do another oil change about 3 months later. My oil light comes on. Very, very low on oil. I set up appointment to get it looked at. I have a paper from 4-23-23. Oil consumption is the issue. When asked for the results of compression test they said is wasn't necessary because this is a common is for these cars. They knew what was wrong. Told me I should do a engine chemical cleaning, with a low percentage that it'd fix the problem for about $500. I asked what the next step after that if didn't work, he told me I'd have to replace the engine myself for over 5 grand. I refused any services from them. With those odds and not having $500 dollars. I also bought the ****** mile warranty. They told me oil consumption problem isn't covered. As of July it has been making back fire noises. I took it in by July 3rd, once again they told me once they put in more oil they noise level went down, so that would mean it's not covered under the warranty. I tried their experiment myself and after adding oil, noise does not go down. I called them out on it. I have asked 2 to 3 times for a copy of the warranty and what it would cover. Have not received anything. So as of right now, I'm losing about a quart of oil a week and I am just putting oil in my vehicle to make sure it doesn't blow. I still owe about 17 grand for this vehicle and expect to have reliable vehicle. Now I don't want to travel far with it. I dont know what else to do. Please help.

  Customer response

  11/22/2023

  I haven't received any communication from this company/ business.

  

  Business response

  12/18/2023

  We apologize to the BBB and the complainant for the extreme delay in responding to this BBB complaint.  Unfortunately, we had an internal miscommunication that led to the delay.

  We can appreciate ************************** complaint with regard to the engine oil consumption issue with her 2017 Hyundai ******** (the Vehicle).  However, we are at the manufacturer's mercy concerning any coverage for the oil consumption issue.  She brought the Vehicle to our shop on two occasions. She first brought the Vehicle to us on April 24th.  At the time, the Vehicle had ******* miles on it.  We diagnosed the problem and confirmed that there were no external oil leaks.  ******* consumption issue is not covered under any manufacturer or extended warranty.  In fact, Hyundai declined to assist ********************** with the oil consumption problem without any evidence of engine failure. *** authorization for cost assistance is something that Hyundai will occasionally provide when a customer is in need of an engine replacement due to such things as a bearing failure, not simply oil consumption.

  Under those circumstances, as confirmed by the customer in her ******************** complaint, the factory recommends an engine combustion cleaning process.  ************ costs $450, plus tax.  *** service advisor recommended the combustion cleaning kit and service. She declined to have it performed.  Hyundai believes this kit and service are formulated to prevent unnecessary engine replacement, as some cases have yielded positive results and engines that no longer consume oil.  Even so, the service is not covered under the factory warranty or her extended warranty.

  She next brought the Vehicle to our shop on July 3rd, complaining of noise coming from the engine.  At that time, the Vehicle had ******* miles on it.  We verified that the noise was due to low oil.  We added oil, and the knocking noise ceased.  Again, the oil consumption issue is not covered under either the Hyundai factory or the extended warranty. Additional notation on the repair order indicates that Hyundai again stood by its decision to refuse any cost assistance for this customer. Such warranty determinations regarding engines rest solely with Hyundai - not Boucher.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was quoted a price for converting my lease to a buyout of $300-$500 by the dealership. It ended up being $399 plus they buried a charge of $1,000 they claimed was for auto care, then they had a maintenance agreement of $999 buried in it also. It took me over 30 days and several phone calls to get rid of that last charge for the maintenance agreement. As for the extra $1,000 bogus charge the finance director told me that that was a usual charge. I asked why this charge was added in addition to the $399 and he stated that that is the markup he has. I questioned him further as to a 10% markup to transfer the car and he stated that he would not do a transition for less. To summarize they first stated that Hyundai Corp. would not do the deal and I would have to go through the dealership. Then I was quoted one price and it ended up being $1,000 more and then they tried on an extended warranty for $999. I am still out $1,000 that I am seeking a solution for this problem. Since the people at dealership in Waukesha cannot give me or my husband a straight answer, we would like to have an owner to contact us as to our $1,000 refund and hopefully prevent any further customers from such an experience.

  

  Business response

  08/16/2022

  Dear BBB/******************,

  
  

  Do apologize for the delay in responding and appreciate the patience. The $1000.00 is a protection package we put on the car. Because of the delay I will split the cost of the protection package and refund 

  $500.00

  
  

  Best Regards,

  GFB
  

  Customer response

  08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The amount that is in dispute is $1000.00
  According to Bouche, they have offered to split the cost and refund $500 which they state applies to a protection package that was put on the car. We have no knowledge what is included in this package. If they are referring to Auto Armor on the Vehicle Purchase Contract form, again we have no indication as to what this fee includes nor did we receive any additional services when purchasing the vehicle.

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

  

  Business response

  08/31/2022

  Dear BBB,

  I will have a manager call and go through the package on the vehicle.

  GFB

  Customer response

  09/06/2022

  We did hear from ********************* today from *************************. He mentioned our issue was the first he heard of it. We are discussing where to go from here and the offer of the $500 refund.

  Customer response

  09/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *************************
  

  Customer response

  09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **SEE ATTACHED DOCUMENT**
  
  Regards,
  
  *************************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged about 1000$ to fix an issue that was covered while my warranty was active. The issue was never resolved when I brought my vehicle under the warranty. Now that the warranty is expired I had to pay out of pocket. The issue is still not fixed. These people are criminals and they took advantage of me when this could have been resolved a long time ago. The dealership never let me use my platinum warranty that I purchased through them. I was never issued a loaner. I need some help please.

  

  Business response

  07/11/2022

  Dear BBB/**********************,

  This is related to the engine oil consumption dating back to 2020.  We performed the cleaning per Hyundai and it corrected it until now. When the vehicle last came in it had a large external leak.  The $1,000 he spent was to correct these external leaks and now he is having internal oil consumption. Original owner and his warranty expired based on mileage (123k). We are in the process of communicating to get Hyundai involved in this issue. Should know something very soon.

  Best Regards,

  GFB

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
      I had to take my vehicle to another dealership. They asked me who has been dealing with your vehicle? I told them Hyundai Boucher in Waukesha. They told me it was never leaking outside of the car. The gasket I paid for was uncalled for. I was charged almost 1000$ for nothing. This other dealership is treating me way better! Their actually addressing the issue. Im still in the process of getting a legit oil consumption test. Im aware of a class action law suit with this vehicle. If this dealership isnt aware then they are incompetent and they should be held liable. This other dealership tells me they fix this other dealerships problem. Be Aware of Hyundai Boucher in Waukesha. Very shady and very low class of people. I wont stop until I get my $ back. I will be contacting the local TV news channel and addressing this business and also posting on all my social media outlets.
  Regards,
  
  *********************************

  

  Business response

  07/26/2022

  **SEE ATTACHED DOCUMENT**

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]I was dealing with Hyundai Boucher and they held my car for weeks with no explanation. I had to work with Hyundais complaint **** and get a case #. I took the vehicle to Hyundai In **********. We started an oil consumption test right away. I finished the first **** miles and the vehicle was burning 3 quarts already. I finished the next **** miles and as I was going to drop off the vehicle the engine locked up. I had to have it towed to the dealership on a Monday morning. They told me the engine needed to be replaced. They had the vehicle ready in 5days. New rebuilt engine ready to go! As far as the wrong diagnosis and bad management from Hyundai Boucher, they charged me ****** and it didnt do anything!! I would like a full refund and an apology. My options are still open for legal matters and Ive also been reading up on a class action law suit about these engines. This business needs to be looked at, who knows how many victims theyve tricked. 
  
  Regards,
  
  *********************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 3/29/2021 along with the encouragement of the finance manager, I purchased an extended warranty and GAP coverage as well. I was told that I could cancel at any time and I would receive a prorated refund. I traded that vehicle this year and I went into the dealership to cancel the extended warranty and GAP coverage on 02/11/2022. I provided proof of the Odometer Disclosure I was given by the dealer where I traded in my vehicle to take. I filled out the extended warranty and GAP coverage cancellation form and provided a copy of the Odometer Disclosure in support of the paperwork. I was given the original and a lady along with the finance individual was given a copy. I was told it would take 3-4 weeks for processing. It has been more than that. I have contacted them multiple times and was told they would check into it. I have not received any information regarding this issue. On the most recent occasion, the finance manager or person responsible for cancellations said he was away from his computer. He would get back to me. I have not received any information. The trade-in was within the same dealer group, Boucher Hyundai of Waukesha dba as Boucher Hyundai of **********. I assumed because of this the process would go smoother.

  Customer response

  04/18/2022

  Hello,
  
  I have not heard from the company Boucher Hyundai of Waukesha whatsoever. I contacted them again and have not received any acceptable solution. I am NOT SATISFIED with the companys efforts to resolve the is issue.
  
  Best,
  
  Christian

  

  Business response

  04/18/2022

  Dear BBB. 

  We apologize for the delay. We are pulling our customer's file . Have the information today.

  Customer response

  04/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Was contacted. Said I would receive the resolution by today Wednesday or Thursday. Once I receive the refund and see if it was prorated to February 2022, when I made the  cancellation as seen on the original documentation submitted to this BBB claim. If all checks out, then I will accept the resolution provided by the business. 
  
  Regards,
  
  ******************************************

  Customer response

  04/26/2022

  I have received the refund in the mail. 

  Customer response

  04/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A few weeks after having my oils changed at this dealership. My car check engine light came on and there was a smell along with smoke coming out my exhaust. We took it in on February 11, 2021 to find out a part for the engine need to be repaired. Three weeks to get part. Three weeks came and went and no part we are now on March 20 and a week ago they stated they would make us an urgent emergency matter if no part arrived. They have no loaners and will do nothing to assist with this. We have had to rent a car out of pocket for six weeks. They never made this a urgent matter or attempt any contact with us each time we have had to call and call to get status updates and it has been excuse after excuse. We have missed spring break plans due to this and they do not care about helping or working on a solution. Although we understand the delay with backorders with the way things are there are better ways to do this and assist the customer. Especially when the rental place stated we have had several people come in and rent cars due to these issues and they used to help the customers out with rental fees and assist and then they just stopped. They have had another customer who has been in a rental since January waiting for a resolution. Thai is no way to handle this and only provide excuses and zero help for a resolution and only provide information after being hounded. A car dealership with a service department who knows about these issues and delays should be able to provide some sort of solution to their customers after multiple delays and no responses unless contacted many times a day and begging for a response!

  

  Business response

  03/25/2022

  W are sorry about the customers' frustration with regard to the length of time it is taking to repair their vehicle. When the vehicle came in, our technician verified that the check engine light is illuminated. Scanned for codes and found that there is an active P001000 code. Removed cam plug and found that the  interior plug is no longer seated. Cam actuator cover and both related cam plugs will require replacement. Also verified that there is an abnormal smell coming from the engine bay. Found that the valve cover gasket is leaking and oil is dripping directly onto the exhaust manifold. Valve cover gasket, high pressure fuel line and HP fuel pump bolts will require replacement. HP fuel line must be removed in order to replace the valve cover gasket. HP fuel line and HP fuel pump bolts are one use components.  Sorry to get technical here, but we needed parts and they simply were not available right away.  And the factory warranty had expired for this 2016 Sonata even though there was just shy of ****** miles on the vehicle. Because there was no warranty, we could not get the factory to cover the rental charge.  The final part came in this week via ***** and we were able to fix the customers' vehicle as soon as the technician was available to do so. Again, apologize for the delay.  We have agreed to work with the customer as best we can on the pricing for the work as an accommodation for the inconvenience.  We will summarize this consideration in a subsequent up date. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2014 hyundai sonata from ***** Chevrolet Buick on Aug 4th, and 18 days later the engine went out and hyundai accepted it under warranty and is working on replacing the engine. It has now been over 5 months, I am making payments on both insurance and the car but don't have the car. ***** was giving me loaners as hyundai told them they would pay for it. ***** ran out of loaners and told me I need to go to hyundai directly for a loaner or rental. I have not had a car for a few weeks, boucher told me they couldn't give me a loaner nor rental in the meantime while my car is still getting fixed. They have the parts, but they keep telling me two weeks, another week, another, and trying to get a hold of anyone to even get an exact date is basically impossible. I have a claim number with them, ********, but when I talked to the claim worker I was told loaner would be up to the dealership, but they could reimburse me for a rental up to 60$ a day... Problem is I don't have the money to do that, and I'm pushing it using my fiancee's and his parents vehicles while trying to figure it out. Any help I could get with any of this would be fantastic.

  Customer response

  02/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I received my car the Thursday after submitting to you. The car is seeming to run fine, so I'm happy with that. From sitting for however long I did have to refill my tires, and they had me replace my car battery. But I have received my car back. 
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an engine problem with my 2018 Hyundai Tucson The Hyundai corporation admitted I needed a new engine. When I went to pick up my car after waiting for 3 months to be completed I was told I owed $700 I stated I wouldn't pay that. I spoke with the Manager and he said he found the mistake. I went to his office and he advised I needed a new alternator and new battery. I stated my car was still new and due to the engine problem I wouldn't pay for them. He said Hyundai would pay for the alternator. I said I'm not paying for the battery either. He turned around and asked another man in his office if the battery is under warranty and the man told him yes. I ended up paying $44 for a cabin filter that I didn't authorize. I didn't pay the $700 they originally told me I owed I don't think what they tried to charge me was legal

  

  Business response

  09/08/2021

  Dear BBB, Ms. ********,

  I do apologize for the misinformation. We do have a procedure in place where warranty is reviewed to make sure overpayment for services doesn't occur. The programs with the engine replacement keep changing. Not making an excuse but it was a case of a not being properly informed. Thank you for your patience on this misunderstanding. My Service Director ***** ****** will reach out to you.

  Regards,

  GFB

  Customer response

  09/08/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Telluride with a warranty for wheel protection on February 6 0f 2020.The price for the warranty was $799.00 I sold the car on the 22nd of June.I've contacted the warranty provider who said that I needed to contact the company that sold it to me.I've made no less than 6 attempts with the most recent being on August 20th when I spoke to someone in finance who first said that I needed to come into the dealer. Secondly he said that I needed to provide a **** of sale and odometer reading. He was also going to email a form as well. I received nothing.

  

  Business response

  09/07/2021

  Dear BBB/*******************,

  We are in contact with ******************** and getting the necessary paperwork to him to start processing the warranty refund.

  Best Regards,

  GFB

  Customer response

  09/10/2021

  They did reply and call after I made more attempts.  I sent in the cancellation and am awaiting processing.

  
  

  Customer response

  09/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I just spoke with Kody at Boucher who informed me that the cancellation of the contract will be based on today and not when I sold the vehicle.  I told them the best I can accept was when I first can prove I attempted to cancel.  He said that was not possible.

  
  

  At this time I am asking my lawyer to send a demand letter to begin the process of a lawsuit in the case this does not work out by then through this avenue.

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

  

  Business response

  09/10/2021

  Dear BBB,

  The dealership has had contact with the customer and is handling the it. 

  Customer response

  09/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealership has not handled this.  Today they informed me that the proration would be begin today rather than the sale of the car or my first attempt to have the warranty canceled.  They used delay tactics to ensure they maximized profits at my expense.  Its unacceptable and unethical.

   

  I do not accept this.

   

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

*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. ↩