ComplaintsforBoucher Hyundai

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We turned in a leased car and leased a new car with them at the end of July 2024. We were told by the salesman, Himmy, that any fees Hyundai would charge for wear and tear would be covered by the dealership. Then in August 2024 we were billed for $1500 of fees for wear and tear on the turned in vehicle. I called, emailed and posted on ******** to contact Himmy, his manager, **** and ***** *****, another manager, and no response. I was out on hold for over 10 minutes, never got a response to my emails or phone calls until I posted a negative review on ********. Then Himmy called me on Thursday 10/17/24 and we discussed the **** **** by line and he agreed they should cover $500 of the fees and he would overnight a check to my home. I still have not received a check. I emailed them all again on Monday and still have not heard anything back. I dont know what else to do.

  Customer response

  11/14/2024

  [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. 

  I did hear back from the dealership and they did reimburse me for part of the cost.

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

  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 9th I made a transaction for an alternator along with spark plugs for my Hyundai Elantra. Total 644.55$ Order number *****.I received the parts mid February and installed them.After some time I noticed the alternator was making noise and not functioning as it should.I call the business and they tell me to return the part to them so they can replace it.I send the part June 17th with *** Tracking number: 1ZR1804A0344002281 They recieve it that Friday and never sent a replacement part.I call many times and am always told I will get called back.I speak to the Manager ****** and he tells me I will receive a refund. I am told I will receive the refund by check and that it will be sent out Monday July 8th. It never arrived and after call I keep getting told I will get called back.I have never recieved either a replacement part or a refund for the 502$ that the alternator was worth not to mention the 60$ I spent at *** to send back the part.

  

  Business response

  08/20/2024

  We have investigated the situation raised by ****************** and confirm that he has not received the refund check as promised because our team did not process and send the check as directed.  The failure on the part of the business was, unfortunately, due to a transition in personnel and a breakdown in communication between departments.  We have taken immediate steps to issue and deliver the check to the customer.  We will also reimburse the customer for the $60 he incurred in shipping the part back.  We will send the customer an email to track the delivery of the check.  

  Customer response

  08/20/2024

  [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

  06/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a part online through HyundaiOEMPart.com which then Boucher Hyundai picked up. I paid $74.03 for standard shipping of a part No bigger than a Tablet and weighing less than 7 lbs ?? On Thur. 6/13 (Ten Days Later) I received an email mentioning shipping so I thought maybe another day or two before I would receive it. After clicking on the *** tracking link I discovered that Only a Label had been Created and nothing shipped! I received the same information on Friday 6/14 & Sat. 6/15 NOW 12 Days later. When I called the Dealership and spoke with **** and asked him to Cancel my order because it has Not shipped he said he couldn't because it had. He was quick to offer a $35 credit back to my card and said they didn't have the part and had to order it. Why would you sell something you don't have? I asked **** that if I were to call *** with the tracking # would they be able to tell me where my package is and when will I receive it and **** said, you could but they're probably not going to know???? I then called *** with my tracking # and the message I received was they received shipping details but have Not yet received the package! Now if you ask me, *** is a ******************* with an excellent reputation and Boucher Hyundai? Well take a look here at the complaints! I have now been trying to reach **** in the *********** for an hour to ask him who telling the truth here? You give it an educated guess???? Yay! Finally spoke to **** and I do appreciate him calling me back. I told him what *** said and then asked him to Please tell me the part left your store? Which he then mentioned non-assuring words, Supposed to have and Should have? He said it was late in the day and the *** driver should've and was supposed to pick it up on Friday 6/14. He said they probably didn't scan it with their handheld device and when it hits the second location it should show up. I explained to him how's it concerning they really have No solid record/evidence that it WAS picked up

  

  Business response

  07/10/2024

  We apologize for responding to the customers complaint late. We greatly appreciate the customers business and want to explain what happened. The relevant facts are as follows:
  
  1. This customer placed an order for a part on ******.  The part had to be ordered directly from the factory and was coming from a Hyundai warehouse across the country which has a lead time of 5-7 business days.  
  2. The customer paid $74.03 for shipping and was under the impression that the part was rather small. The real dimensions of the part were 33"x 28" x 5", so the shipping was a higher price than the customer expected.
  3. Upon arrival, the part had to be set up for shipping, and a *** label was created on 6-13-24.
  4. *** picked up the package on 6-13-24, and the customer was notified of the incoming shipment.  
  5. The customer then called to get an update on the shipping status. *** scans the barcode when picking up a package, and there is a lag time in which the tracking number is updated.  
  6. We then informed the customer that the tracking number would be updated when the part reached the *** Depot.  
  7. The customer was offered a shipping credit as a courtesy for the confusion in the matter. 
  8. See the proof of delivery below.
  
  We are happy that the customer received the part and apologize for not clearly confirming the delivery timeframe upfront, and for any miscommunications or confusion regarding the order, shipment, and delivery.
  
  
  Proof of Delivery
  Dear Customer,
  This notice serves as proof of delivery for the shipment listed below.
  Tracking Number
  1Z65511R1223534233
  Weight
  5.00 LBS
  Service
  *** 3 Day Select
  Shipped / Billed On
  06/13/2024
  Delivered On
  06/19/2024 2:54 P.M.
  Delivered To
  ******, **, **
  
  Left At
  Met Customer

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I leased a 2020 Hyundai Tucson SEL on 11/21/2020 for 36 months from Boucher Hyundai. I extended my lease for six additional months through Hyundai Motor Finance. Two months before this extension was reaching maturity, I returned to Boucher Hyundai on 2/12/2024 to buyout my lease. The lease buyout from Hyundai Motor Finance states a lease buyout/total purchase price of $18,361.38. The loan from ********************* shows a loan amount of $20,036.48. The difference is $1675.10. I contacted Boucher several times demanding an explanation. I spoke with Sales Manager, *******************************, as well as another Sales Manager whose name I cant remember. I was told that my lease buyout from Hyundai Motor Finance didnt include the sales tax as well as the two months remaining in my lease extension. I was told this while they knew I was waiting for Hyundai Motor Finance to email me a breakdown of the numbers in their lease buyout, so they knew I couldnt confirm what they were telling me. On March 21, 2024, I finally received the email Id been waiting for with my lease buyout breakdown showing that the sales tax was included as well as the two months remaining lease payments. I emailed it to ******************************* and *** never received a response. I am confident that Ive been fraudulently overcharged.

  

  Business response

  05/28/2024

  We are pleased to report that we have met with ****************, and resolved her concerns in a manner satisfactory to both parties.  In short, upon evaluation of her complaint, we realized that our company fell short of our self-imposed standards in certain respects, especially how thoroughly and timely we responded to her complaints.  Therefore, we have provided consideration to **************** we **** fair given her unique situation. 

  Customer response

  05/28/2024

  [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

  04/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered parts from this companys website and received email that if I dont email response of vehicles vin number to pull correct parts in 3 days time they will cancel my order. I responded literally on the 3rd day late at night and no response back from the company! A Week and a few days passed and no confirmation so I assumed parts ordered were cancelled. Then days later money was taken out of my account and parts were shipped yet no one still replied to email to confirm after VIN for car was sent. However, I sent parts back because I no longer needed them as I reordered elsewhere since Hyundai never replied with confirmation on order or receiving my email with VIN. I sent parts back and parts were received and signed for by a person named K.Ke**(not disclosing full last name) at the company. To this day I have yet to receive my refund and the company keeps giving me the run around or no one from parts department will confirm a refund. Thats stealing! Parts were sent back April 13, 2024 and received April 16, 2024! No one wants to call or email me back with confirmation of refund! Very lack of communication and I would not recommend ordering parts from here. So funny how the company was so quick to take the money but slow to return! On top of that when they did reply they advised theyd charge me 20% for restocking fee!!!! Outrageous!

  

  Business response

  05/15/2024

  Dear BBB,

  Upon review of this order and the complaint listed above I have gathered this information.  The customer had been contacted to acquire the vin number to verify part fitment as the order totaled $1,557.34.  Upon receiving the vin the parts were verified and then sent to the customer and delivered on April 10th.  The customer called in and we requested to return the items as they were no longer needed.  We explained the return process and instructed him to mail the parts back to us.  After doing so the items were in fact sent back to us but got delivered to the wrong address.  The customer then tried to follow up about the return but his inquiries were sent to the wrong location and not tying into the order that he placed.  The return was tracked down and the refund was processed properly.  After reaching out to the customer and working with him on how to send in inquiries he is completely satisfied and happy with this new knowledge.  He thanked us for reaching out and helping him get the situation corrected.  

  Regards,

  GFB

• 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,
  
  *********************************

*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. ↩