Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2015, I purchased a car with a full service plan. At the time, I knew I wasn't planning on staying local to the Waukesha area so I had confirmed that the service plan wasn't location specific. However, I've since moved to ******** and found out that the service plan only covers ****** Hyundai locations which are only in *********, rather than nationwide Hyundai locations. I never would have purchased the service plan had I known it was location specific because I knew I wasn't likely to stay in *********. So my main complaint was that I purchased a service plan with misrepresented coverage.

  

  Business Response

  Date: 05/23/2025

  Dear BBB/Ms. *****,

  We called the warranty company and finding out which Hyundai dealerships in ******** Ms. ***** can service her car at. I left a voicemail on her phone.

  Thank you.

  GFB

  

  Business Response

  Date: 05/27/2025

  Attached is the list of dealerships in ******** for *** *****.

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an extended warranty from this dealership when I purchased my vehicle in August of 2024. I traded in my vehicle on March 11, 2025. I went to the dealership on 4/11/2025 to file the cancellation paperwork which would begin the process where I get my pro-rated refund back of the policies I bought. As of today they are still not canceled and I have not received my refund.

  

  Business Response

  Date: 05/22/2025

  Dear BBB/Mr. ******,

  Mr. ****** arrived on the May 8 to cancel the warranty. We submitted to warranty company May 9 for the cancellation. Our office needs to process the paperwork.

  Best Regards,

  GFB

  Customer Answer

  Date: 05/22/2025

  [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

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealer operates a parts store via both ******************************************* and ***********************************************. An order was placed on May 2, with a delivery date of no later than May 7 for an item the website claims to have been "in stock". I have repeatedly attempted to get a status update on the order via their web form, by phone (which immediatley disconnects) and via text (as recommended by their website). No response has been provided, and no attempted contact has been made by this store. I highly suspect that these are scam websites as they have no method to communicate with them that seems to receive a response. At this point, I either need the part delivered immediately (next day), or some other satisfactory method of resolution.

  

  Business Response

  Date: 05/28/2025

  Dear BBB/Mr. ****,

  We are working with our shipping companies to get the packagers delivered as promised. I was informed the package was delivered. Thank you for the patience.

  GFB

  Customer Answer

  Date: 05/28/2025

  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.
  
  Yes, the package was eventually delivered (very, very late) for an item that was listed on their website as "in stock".  However, the company did not follow the requested resolution of "next day shipping" (it was shipped via ground) nor did they contact to attempt to resolve the concern (no contact was attempted by them until a week after-delivery).  Through this, the item ended up arriving far later than promised via their website, which resulted in me having to purchase the same item from another vendor to receive it in time for use, leaving me with two identical items.  They refunded shipping (without asking / confirming if that was an acceptable resolution), but this still doesn't help me in that I have two identical parts.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Boucher Hyundai in Waukesha on July 11th, 2024. I was shown an *** that was presented to me with all doors open, but was not informed of the child lock or electrical issues the vehicle had. The inspection report did not list any of the issues that I ended up facing within the first 2 months such as:The rear passenger door not being able to open from inside the vehicle and the child lock mechanism being broken to correct the error.2 key fobs with no actual keys in them to unlock the door in case the fobs do not work. The car battery and battery terminal having an issue where the car died and wouldnt turn on.The trunk not unlocking due to the same electrical issues. I spoke with **** **** in sales and **** in service to resolve the issue in early October. I got the *** towed to Boucher Hyundai on 10/12/24. After a week of not being able to handle the issue, Boucher Hyundai towed the *** to Boucher ******* to finish the job. After I received notification that the vehicle was finished, the rear passenger door was still not fixed or the electrical issue in the car, the check engine light was also on (It was never a on for me before sending the car over to the Hyundai store). I noticed this before leaving the ******* store, Service informed me they were only paid to turn the car on, not correct the issue and refused to look into the issue more. While the *** was in their shop, I had to pay $520 for a rental car on top of the $388 car note. I have paid a total of $2052 in money for the car loan and maintenance on the vehicle ($661). I made several attempts to resolve this by calling the ** of Boucher Hyundai, **** ***********, but I am ignored mostly with the only solution given to me was to trade the *** in and purchase another, resulting in more money for Boucher Hyundai and a higher payment for myself. I am looking to have the issues handled properly I just got the car and for maintenance to be done properly as paid for.

  Customer Answer

  Date: 12/19/2024

  [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. 
  

  Boucher Hyundai has contacted me and we have come to a resolution on our own. The are currently handing the situation and we shave reached a mutual agreement.
  
  I would like to express my gratitude to ******** as he has taken every necessary step to find a resolution.
  
  Thank you for your time and your assistance.
  

  
  Regards,
  
  Ronynell *******

  
  

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought new vehicle and repeatedly claimed I didn't want any add-ons. Finance manager had us reaccomplish paperwork while in waiting room to receive new vehicle stating there was a clerical error and we needed to resign. A JD Power Edge contract was added on for $4456.00. That night I found this added into the paperwork on the thumb drive they gave to us. A half dozen times I stated to salesman and finance manager that I did not want any additional warranties. This is bad faith and a scam on the second round of signing. Tried to call finance manager numerous times on his cellphone number and does not answer. This is same day that vehicle was picked up.

  

  Business Response

  Date: 11/11/2024

  Dear BBB/Mr. *****,

  The cancellation has been handled and the Finance Manager had a discussion with Mr. ***** on Saturday. 

  Best Regards,

  GFB

  Customer Answer

  Date: 11/18/2024

  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.
  
  The said response both minimized the unethical behavior by dealership and the impact that this will now have to the finance and payment schedule.  As the extended warranty protection amount was removed from the end of the loan period it effectively reduced a 72 month plan to about 65 months.  Basically, the payment amount isn't corrected accordingly.  One of the reasons I know this is because when researched online it is such common practice that there is a wealth of information available.  This would also coincide with the "sold in error" dropdown box on the cancellation form.

  In addition, car was received with 1 of 3 all-weather floormats.  I returned to get the additional 2 mats and was asked to wait as those are removed due to the detailing process before customer takes possession.  Eventually was told mats could not be found, would take 2 days to order/receive, and that I would be contacted in about 2 days.  That was 7 days ago.  Not sure if this is a retribution, or just another poor business practice.
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 11/19/2024

  Dear BBB/Mr. *****,

  It was not our intention to sell a product that you didn't agree to. The cost of the product is removed from the balance you owe to the bank and does not change the term of loan. I apologize for this frustration and of the floor mats issue. A manager will call you today. Again we apologize for the hassle this has caused you. 

  Regards,

  GFB

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 10/20/2024, I sent a few emails andsubmitted support forms to them regarding shipping. The order was sitting and not processed for 5 days.On 10/25/24, they sent me a tracking number and said that it had shipped. It is now 10/30/2024 and my order has not shipped out. I've sent multiple emails inquiring about this, with no response.I need this part in order to fix my vehicle. I've already received a ticket due to the tail light being broken. I need them to send this part out.

  

  Business Response

  Date: 11/19/2024

  Looking into this order now. We will take care of it. 

  
  

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *******************