ComplaintsforBoucher Hyundai

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

  
  

*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. ↩