Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2017 certified used Hyundai Tucson from Boucher Hyundai dealership in Janesville WI, was to fix the squealing belt in the car which took three weeks over a period of 3 months. When we received the vehicle back from the shop the transmission went out. When I contacted them to see if they would fix the problem since I have only had the vehicle for less than 90 days, The dealership told me they couldn't guarantee that the vehicle would run after driving it off the lot. I confirmed that that is true but it should last longer than 3 months. They told me I could find a way to bring it in but it was going to cost me full service charges to diagnose and fix the issue. So now I have a 2017 Hyundai Tucson with full coverage insurance and a monthly payment of $400 sitting in my driveway because it won't go into gear.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had extensive work done to my vehicle on 4/23/2024. Including replacing an 02 sensor. On 5/3/2024, my check engine light came back on. Boucher Nissan didn't answer their phone. I went to a local shop and they ran a diagnostic check and and confirmed it was the 02 sensor that Boucher allegedly replaced. I then drove to Boucher since they were open until 6 and wouldn't answer their phone. Their service department said all the techs went home, and just "bring it back on Monday", I work, I can't just take off time with no notice, so I emailed their shop, a service advisor was incredibly childish when I called and would take no responsibility and that I needed a new appointment and new diagnostics. I ended up speaking with their GM, *********************, we set an appointment for 5/27 at 9:30 AM and he assured me one of their top techs would diagnose my 02 sensor issue and if they didn't properly fix the issue, would. I show up on 5/27 at 9:30 am, and the service department is closed. So I wasted over an hour of my time driving their for no reason again.

  

  Business response

  06/07/2024

  **SEE ATTACHED DOCUMENT**

  Customer response

  06/07/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************

  Customer response

  06/07/2024

  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. 
  

  When my check engine came back on after Boucher preformed work, I had NOT driven 2,00 miles, it was on 5/3 and had driven possibly a few hundred miles. ** the time I went to Janesville Nissan it was 3 weeks after that date.  Facts matter. 
  

  You did not include the portion of the report where Janesville Nissan clearly states it appears the wrong sensor was replaced.  Janesville Nissan also stated it is highly unlikely multiple 02 sensors would fail at the same time.
  

  Be upfront and honest.  You could have sent me your report when I asked, but you didnt.  That raises red flags on the legitimacy of the report. The way you offered to pay for the correct repairs was degrading, I have never in my life taken money I havent earned and wont start now.  Have ********************* apologize for lying to me about and having me drive an hour for no reason.  
  
  Regards,
  
  *********************************

  

  Business response

  06/17/2024

  We have reviewed **************************** response and would like to offer a brief reply. We respect the fact that ************************ is a man of principal. We further respect that he does not want to accept our offer to pay for the repair in an attempt to make amends for his dissatisfaction and his inconvenience caused by our error.  **************** prides itself on working to satisfy customers, and we are disappointed that we did not meet his expectations.  We have attempted to apologize, and we apologize again.   

  Customer response

  06/20/2024

  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.
  
  There is honestly nothing you can say or do that I would believe.  

  Just to leave a solid record of the facts and why I am beyond frustrated and distrustful of anything Boucher says-

  On 4/23 I had over $2,700 of work done, including $558.74 for an 02 sensor.  

  On 5/3, my check engine light came on again, since Boucher Nissan of Waukesha's service department didn't answer their phone, I had a veriscan done at **********, and it was the 02 sensor.  I went to Boucher Nissan of Waukesha that same day, was treated with total indifference and told if I drove more than 200 miles I would need to schedule a new appointment and pay a $175 diagnostic fee.   ANY reasonable person would assume if you just had a part replaced at a dealership and 10 days later the check engine light was back on and giving an error code for the same item replaced that dealership would investigate, not try to charge an additional fee.  (Roughly an hour of wasted time, and NOT ***** miles later like Boucher Nissan of Waukesha stated in their past email) 

  On 5/14 I spoke w/ *********************, the alleged General Manager, who we coordinated the next time I had time off work and could bring my truck in was 5/27 at 9:30, I showed up and the ****************** was closed.  Their was no "miscommunication" like Boucher Nissan of Waukesha alleged in their previous message, I was provided false information.  (Over an hour of wasted time of my life on a holiday for absolutely no reason) 

  On 5/28 I took my truck to Janseville Nissan who confirmed it was the 02 sensor code, and based on their experience 02 sensors do NOT go out within 10 days of each other, and believed Boucher Nissan of Waukesha replaced the incorrect 02 sensor.  (1.5 hours of driving, 1.5 hours of waiting for diagnostic, 3 hours of wasted time total, and $110) They suggested speaking to Boucher Nissan of Waukesha because they were very surprised that another 02 sensor just "went out" after I had one replaced.  

  On 5/28 I also spoke with Boucher corporate, who did offer me $442 for my "inconvenience" which I did not accept, because they stated again that it was allegedly a different O2 sensor, and I won't take pity money.  

  On 5/29 I went back to Janesville Nissan (another 1.5 hours of driving and .5 hours of waiting and paid $442.50 for the 02 sensor to be replaced.  I spoke extensively with their staff who again stated it was extremely unlikely that both 02 sensors would fail with in 10 days of each other.  

  On 5/29 I asked Boucher corporate to provide their diagnostic records, which they failed to do until replying to my BBB complaint over a week later.  

  By choosing to trust Boucher Nissan of Waukesha for my service needs this cost me at least 7 hours of absolute wasted time, going to car repair places 3 days in a row and completely wrecked the few days off of work that I had.  

  What apology has ********************* made?  What effort did he make to correct anything?  He set an appointment with me, I drove there, on Memorial Day, and the service department was closed.   It is beyond abundantly clear that Boucher Nissan of Waukesha has absolutely no regard for customers time or finances.  There is no making this right.  Your General Manager LIED straight to a customers face about an appointment.  When Boucher Corporate replied to the previous message, they still called it a "miscommunication" and implied that I had driven ***** miles before the check engine light came on.  

  Honesty and Boucher are apparently incompatible, however chalk this up as another win for big corporate because going to court would cost more than I have already driven there twice for no reason and have an honest repair shop replace my correct 02 sensor.   

  
  *********************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Boucher Nissan has cost me a total of $17,000.00 out of pocket since the end of September. I came to this store in a bad situation. My 2018 **** F150 blew the top half of the engine while I was commuting. I need a truck as I have a side mowing business. Nissan Titans are supposed be reliable. I brought my f150 in on a flat bed. Im behind the eight ball already as far as trade in and bargaining power. I test drove the Titan and decided I was ready to purchase. They low balled me and said they can only give me $10,000 for my trade in. After back and forth and them not budging on the trade in price, they said they wouldnt be able to find parts, then magically a week later they had a brand new crate motor being installed to sell. I needed a truck to finish out me season I reluctantly agreed to that low ball offer and then I had to bring $7000 of my money to the table to satisfy my loan on the trade in. So they gave me zero break on the price of the Titan, which after tax, title, and license cost me roughly $47,000. I wouldve been fine with that and moved on however the Titan immediately started breaking down. I was stranded 3 times while my truck lit up like a Xmas tree and said service automatic transmission. The truck lasted 24 hrs before breaking down with my mom in the car in the way to my dads funeral. Im livid at this point. They said bring it in and well do everything we can to get you out of the truck. They pawned me off on their ***** store where I found a truck, and didnt tell me theyre offering me $10,000 less. They said my truck depreciated $10,000 in two months because I drove it. They put a ton of undocumented miles on my truck while they were trying to diagnose it. I tried calling the manager back and he wouldnt take my call after I found out what their offer was, pretty cowardly. I ended up having to pay $10,000 to get out of that nightmare. I feel they were completely dishonest on pricing and what their true intentions were in fixing this.

  

  Business response

  01/19/2024

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

  We value ************************ as our customer and feel terrible about his service issues. Want o make him satisfied on his new truck purchase. Please call our Nissan of Greenfield dealership at ************ and ask for **********************

  Regards, 

  GFB

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified used car from Boucher Hyundai of Janesville in July of 2018. A full warranty, 10 years or ******* miles comes with the care. On May 2nd of this year, I had an oil change done at ************** in *********************, **. They alerted me to the fact that my engine was consuming oil. This is a well-known fact, and an alert had been issued. I immediately reached out to Boucher Hyundai of Janesville to see what could be done to correct this issue. Steps are driving the car, see how much oil it used. I call these oil use challenges. And then have the engine cleaned, to see if this reduces the oil consumption. To make sure there is no tampering with the oil a special plug is used and only removed by the Boucher service techs. I completed 7, 000 miles of oil challenges (***** and *****) and was at the dealership to schedule the engine cleaning, when I was told it was not done under my warranty, so ***** miles of additional oil challenges were done and showed up on Sept 2 for the engine cleaning and was told, that is not what Hyundai wanted. I was to complete a ***** mile and a *****-mile oil challenge, which I finished on 11/14/23, and they said they would call me with an appointment time. Well as my luck would have it Boucher has taken 1***** miles off my warranty with these oil consumption tests. My car is using about 2 quarts of oil per ***** miles at the last check. I have not heard from Boucher to as to when the engine cleaning would take place, so I called today, 11/22/23 and was told they did not know how long it would take. Possibly another week or longer. I asked about an oil change or how much oil was in my car as I did not get any paperwork at my 11/14/22/23 appointment, they said they would have to call me back. I do have an appointment on 12/6/23 to fix a corrosion recall. Start date May 2nd, 2023 Todays Date 11/22/2023 Cost of the car 2***** no cost for oil consumption challenges.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Janesville Boucher Hyundai has had my vehicle for warranty repair for 5 weeks and claims they do not have any loaners and won't help with a rental car. The Hyundai Santa Fe needs a new engine, we were not allowed to drive it after dropping it off had to have someone drive 30 miles to come get us. Then we had to rent a car ourselves to buy they would not tell us what is covered or guarantee reimbursement for it. We returned the rental and have continually had to ask for a loaner, every time they claim one isn't available, yet there are a bunch of used cars sitting on the lot that they could use. They are holding our vehicle hostage with no date for the repair to be completed. If they continue to refuse a loaner or full rental reimbursement I'm going to have to escalate this. I'm sure I'm not the only one with this engine issue as Hyundai has problems with other engines. This engine problem probably should be or will be part of the class action law suit in the near future. They have not helped at all, we have to constantly call to get info, the dealership does not call us to let us know what is going on with the claim. We are stuck borrowing people's videos and using company owned vehicles for personal use. We need a comparable vehicle to fit our large family. This is very discouraging. We are not happy with Hyundai or Boucher.

  

  Business response

  10/27/2023

  Dear BBB,

  We can appreciate the Customers frustration with the delay and the lack of a loaner vehicle.  Our dealership is not holding the vehicle hostage, but instead has been put in a situation where the manufacturer constrains us regarding the timing of the warranty repair and whether Hyundai Motor America will pay for the Customers rental vehicle charges.  We did not build the vehicle, nor did we cause the engine failure, and, unfortunately, we cannot incur the costs for rental vehicles for the number of customers who are in need of such vehicles.  In situations such as this, we are always advocating for what is right, and that includes the manufacturer covering the cost of transportation while a customer is awaiting a warranty repair.  Regarding the specific facts, the Customer's 2017 Santa Fe was brought to our dealership on 9/7 for an appointment made through our website for a rattling noise from the vehicle.  At that time, we informed the Customer that if her vehicle needed an engine replacement, it could take up to 60 days to complete a repair.  After diagnosing the issue, our service staff advised the customer that we would not be offering a rental vehicle and that they would need to call the Hyundai Motor America customer service team to discuss loaner options with them.  Please note that we have now received the engine for the Customers vehicle, and we will have the installation and repair completed by the end of this month, 10/31.  We greatly value the Customers business and are doing everything within our control to get her back on the road as soon as possible.

  Customer response

  10/27/2023

  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 service manager at Boucher never called to update us on the claim when it was made.  We had to call multiple times a week to get an update. It seems like he'd only do something or check the status of we called to remind him.  It took over a month for the claim to be accepted.  And it's partly because of the dealership not being attentive to claim.    In no way did we figure it would need a new engine.  You say we can't drive the vehicle off-site but also didn't have transportation home when we live 25 miles away.  

  We were told to rent a vehicle but no one would tell us if it was covered.  They did not offer any assistance besides here's a couple phone numbers for rental cars.  You need to be more customer friendly and help people through these claims.  Obviously you have gone through a lot of them, you should know the procedure with Hyundai and be up front about rental vehicles.  Because of the lack of interest by the service **** our claim was delayed thus approval of a rental was delayed.  We had to pay up front for a rental not knowing if it would be covered, which apparently it is not because they don't pay until the claim is accepted and it starts on that day not prior.  The dealership should know this and not give people the false hope that a rental may be paid for.  Therefore do not accept your response 
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about boucher hyundai of Janesville but the address here says Nissan and links to wakesha for some reason.The engine on my car siezed, it's still in warranty and all oil changes were done there. They told me 3 weeks for diagnosis, it's been 9 now. They don't ever even call to tell me it's delayed, everytime I go there they say it'll be a few days. They have no loaners nd no answers. I was told 4 weeks ago I was third in line and would be done that day or the next morning. A week later they say it'll be another week before they look at it. It cost me money to take it there, I'm out a car in the mean time and they make me feel like I'm being held hostage. They offered to let me get it towed somewhere else at my expense, how generous. They just keep lying to me and don't even bother calling to tell me about delays. I'm worried they are going to mess with the car somehow now and say I caused it but I don't have the money to keep towing it places.

  

  Business response

  08/26/2022

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

  We were able to put *************** in a loaner car on 8/2. His car is in the 8 position to get corrected. We as a Company are very disappointed Hyundai didn't have a better solution to resolve these issues.

  I appreciate and ******************** concern and Patience.

   

  Best Regards,

  GFB

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at Nissan Boucher out here in Waukesha getting my car looked at because of a check engine issues plus some hesitation issues but I've been having going on they found part of the sensor that was going bad diagnostic tested the sensor part of it so $326 later the check engine light.... so I'm driving it I drove it for a couple hours to couple hours later the check engine light decides to come back on I take it back there and get charged another $136 for another diagnostic test for the check engine light came up to be that my PC are valve levels were low on the vehicle and they ended up replacing that first little of about $178 and some cents drive it no matter then 15 minutes later the check engine light comes back on again after paying $136 in a diagnostic test this issue should have been resolved from the beginning

  

  Business response

  06/02/2022

  ******** first ever vehicle with us on 04/06/2022 with ******* miles. ******** came in and requested ECM be updated.  Service advisor asked the reason for update and *************************** informed us that another shop told her to fix the check engine light the dealer needed to perform an update to ECM.  At that time our advisor recommended having the light diagnosed by a trained technician to verify repair.  ******** declined the diagnosis and we proceeded to perform the requested update.  
  
  
  2nd visit 04/06/2022 same day light came back on. At this time the advisor recommended diagnosing the vehicle and the customer agreed.  Check engine code ***** and further testing found a restricted *** valve causing lack of airflow. We recommended replacing the *** valve provided estimate and customer approved repair. 
  
  
  3rd visit 04/12/2022 with ******* miles.  ******** came in with a check engine light. Performed diagnosis and found code P0776 for internal transmission fault. ******** stated transmission will slip from time to time. Based on vehicle age and mileage we recommended monitoring transmission and starting thinking of possible replacement of the vehicle. The vehicle will need a new transmission in the near future.
  
  Tell us why here...

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