ComplaintsforThe Boucher Group, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded my car for another car and months later the oil light came on. The carfax said minor damage and the dealership said that it was a dent or scratch. Then we found out this car was in an accident, with major damage. I paid ****** for the car and after back and forth they only would give me ****** back but I HAD to buy a car at their lot. I could not find another car on their lot with out minor damage for ******. Intern I had to now spend ****** on a car with similar features, because many cars on their lot have damage. I was also told I should get a warrenty because of "my luck." So now I have lost *****, paid ***** more for a different car and a warrenty for *****. That's ****** more money because of a car that was sold to me damaged and never disclosed!

  Customer response

  02/20/2024

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

  

  Business response

  02/26/2024

  We respond to the customers complaint by stating that the customer purchased the Tiguan (her first car) toward the end of July.  She argues that we did not disclose the fact that the vehicle was in an accident.  To the contrary, we disclosed everything we knew about the accident.  We gave her the Carfax Report and truthfully told her the Tiguan was still eligible under the ** Checklist to be certified by the manufacturer because it had a qualifying Carfax Report (no report of an airbag deployment, no structural damage, no fire damage, not totaled).  The customer signed the ** Checklist at delivery.Moreover, because we acquired the Tiguan at the auction, we simply did not have any more or less information to share, and we tried to be as transparent as possible.
  
  On November 18, 2023, four months after purchasing the Tiguan, she emailed our salesperson that she had just gotten an oil change and that she was told she was 2 quarts low.  She asked if that was normal for a **.  ***** consulting with the service team,our salesperson responded that the Tiguan *** consume oil, and he suggested topping off the oil in between oil changes and that we would schedule a metered oil change to monitor the situation. Even though we offered to investigate and, in fact, told her we would do a complimentary metered oil change to measure any consumption that *** happen.  She declined, saying she didn't want to drive back to us to have that done.  We offered to have it done at our Racine location, and the customer declined again, saying that she felt it was unsafe and that it would have issues down the road.  At that point, the customer said she wanted to trade in the vehicle and asked in writing if we would be willing to buy it back, but If not, I understand. Just wondering your thoughts, and she said in another text, I know we would take a hit, do you know how much it would be worth?
  
  Initially, we appraised the Tiguan at $17K but in the interest of goodwill and if they bought a vehicle from us,we would give them $20K to trade in the Tiguan. We know that another dealership only offered them $14K for it. 
  
  In purchasing the second car, the Blazer, the customers came in and took it overnight to their house to make sure it worked for them.  They decided to proceed with purchasing the Blazer.  They did buy an extended warranty. 
  
  Ten days later, on December 1st, our salesperson received an email from the customers husband stating that the vehicle was shifting weirdly between 1300 and 2500 RPMS, and he believed it was a torque converter issue.  We explained that he didn't need to bring it to us and that he could bring it to any ASE-certified location to get it checked out, but never received a reply in regards to this email.
  
  On Dec 22nd, our salesperson received an email from the customer stating that the local ***** dealer stated that there was nothing wrong with their vehicle.  We suggested having another ***** dealer look at it and have them do a ride-along.  The customers contacted us again on December 30th.  They had brought the car to our Racine store, and the technician there said it might be a torque converter, but the first step from ***** is to do a transmission flush.  We believe that the torque converter was replaced under warranty. The customer then canceled the warranty.
  
  In conclusion, we do not believe that we did anything wrong in connection with either transaction and have tried to assist the customers as a matter of goodwill, but they purchased two used vehicles that, unfortunately, sometimes have mechanical issues and do not always hold their value so soon after the sale.  

  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.
  
  

  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.
  
  
  
  To clarify some points on the response:
  "At that point, the customer said she wanted to trade in the vehicle and asked in writing if we would be willing to buy it back, but If not, I understand. Just wondering your thoughts, and she said in another text, I know we would take a hit, do you know how much it would be worth?"  This message was sent before we found out that this vehicle was in an accident.
  
  "We know that another dealership only offered them $14K for it"  The other dealer offered us 14K because they are the ones who ran the report with the list of issues the car had fixed because of the accident.
  
  "On Dec 22nd, our salesperson received an email from the customer stating that the local ***** dealer stated that there was nothing wrong with their vehicle.  We suggested having another ***** dealer look at it and have them do a ride-along."  We never were told to go to a "different" ***** dealer to get the issue resolved.  My husband and I decided it would be best to take the ***** dealer for a ride to get the issue resolved."

  
  "We explained that he didn't need to bring it to us and that he could bring it to any ASE-certified location to get it checked out, but never received a reply in regards to this email." No reply was needed as we took it in to the ***** dealer. This was confirmed by Boucher over the phone.
  
  "We believe that the torque converter was replaced under warranty"  The torque converter was not replaced, just the transmission fluid was changed. This was also confirmed when I talked to the Sales Manager at the ********** store over the phone.
  
  "The customer then canceled the warranty."  The warranty was canceled later, because we had another issue with the *****. Knowing we did NOT want to buy another car from Boucher we canceled the warranty due to the issues that came about and wanting to sell.  The message that appeared on the ***** was "Steering Assist is Reduced Drive with Care."  Along with this message the temperature gauge did not work and the auto stop did not work. 
  
  All we are looking for is Boucher to stand by the cars you are selling and not put it on the customer for having "bad luck." I brought to your attention that many of your cars have "Minor damage" and if you are not providing customers with all of the information that is not ok. This complaint has nothing to do with the ***** that also had issues. All I want is a full refund on the Tiguan.($3900) I am hoping that other customers become aware of the vehicles being sold that don't have all of the issues being disclosed.  If you know there is an error in your Carfax reports then that also needs to be fixed.
  
  
  Regards,
  
  *******************************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  offer sent to me via KBB included a $4822 "Dealer Boost" from the Boucher ***** in ****** **.Went to speak to them and the General Sales Manager, *******************, denies that Boucher offered that extra amount, stating KBB made that offer on their own without Boucher being involved,despite me having other KBB dealer specific offers from other ***** dealers, never including this type of "boost" I showed him other ***** KBB offers without the boost.He refused discuss the Boost or work with me to even offer a portion, such as half.He acknowledged that my SUV is in great shape, great running SUV and fantastic low miles for a 2020 vehicle, without need for much prep for lot ready resale.My trade-in being a *** ******** in the Milwaukee area is problematic, so heading to ****** was a good idea, so I thought. Not to mention, they have *** dealers as part of their group and outside of the Milwaukee area. They could easily afford to include at least 50% of the Boost offer and send it to one of their out of Milwaukee *** dealers for a great price and let them sell it at a higher value. resale value on my car compared to other EX with Tech package is selling for 29k and higher in many locations, with having triple the miles above my ****** miles.waste of time, gas and miles added to my vehicle.KBB website information:Participating Dealers are required to honor your Instant Cash Offer, provided the information and condition you provided when creating your Offer are confirmed to be accurate by the Participating Dealer. If the information is not correct, the Participating Dealer can update the information using the same online tool you used to generate the Instant Cash Offer for your car, and the update may result in a modified Offer amount. So, the more details you enter about the condition of your car, the more accurate your Offer will be.You Received A Dealer Boost!from ***** Boucher of ************************* Blue Book Instant Cash Offer:$24,113 Dealer Boost:+ $4,822

  Customer response

  04/03/2023

  [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. 

  Never heard back from them but I did purchase a car from them.

  That still offered more than others and had the car I wanted.

  They did price match another dealers quote.

  Not truly happy with not getting more as they had offered the increased bonus but I do have the car I wanted.

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

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The **** body shop in *********** that addressed and fixed my accident damage from last October, did not fix everything. That isn't even my issue, because insurance paid for them to replace the part they had not replaced, which was a fog light. Then they replace the fog light and I notice after a while there is white stuff which I assumed was some sort of glue, between the bezel and the bumper. I took it in to them and they swore up and down they could just take the glue off and that it was there because the part didn't fix. Well insurance doesn't pay for glue. It pays for the product to look how it looked before the accident. I have a very limited schedule so once I was able to take it back in for them to "remove the glue", it took not but 30 minutes for them to call me to get my car back because they decided they needed to order a new bezel. My boyfriend is a mechanic and during the weekend after that appointment, he took my car into work to replace a strut mount only to find that my center engine splash shield was gone. And the thing is, that about three days before I had took my car in to this shop, I was checking my transmission fluid and a tool fell down and I had to use a flashlight to see if it fell all the way through, which it didn't, so I had JUST seen that the shield was there. However, this shop swears up and down they didn't take it off. They kept asking me where/when my last oil change was and I told them that my boyfriend does all the work on my car, I do not take it anywhere. There is 0% chance that shield fell off when I was driving. I would have noticed. And someone would have been hit by it because I drive 98% on highway and busy roads. It didn't just fall off. I almost didn't even care about that honestly. So today they replaced the bezel and I get back there to pick my car up and I'm fine, I don't even care to complain because I am so annoyed by the place anyways, only for the manager to bring up how OH I DID just get an oil change, because of the sticker in my car. I can't even believe the stupidity. The date on that ******* says "**** yew" because MY BOYFRIEND DID IT AT WORK and that was easily over a month before I had taken it in to them. The audacity he had to even bring that up to me like what was the purpose, to just get me mad. He said if I wasn't happy with my service, which I am not and never really have been, that I should never come back, literally yelling as I am walking out the door. AND THEN I get to the closest gas station, and look at the replacement AND THE **** IS STILL THERE plus there is NEW **** on the bottom of the bezel. I am floored by how ridiculous this is. My entire bumper was replaced from that accident, and now there is glue on my bumper, from when the previously glued it and now AGAIN? And because I am unhappy, I need not to come back? THIS IS LUDICROUS.

  

  Business response

  01/06/2023

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

   

  I apologize for the service received and we want to make it right. Please schedule an appointment with service. We will correct the missing shield and correct the light issue. 

  Best Regards,

  GFB

  Customer response

  01/06/2023

  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.   
  

   

  I was provided a new shield but as my complaint listed, that was not even in the realm of what was the cause of my complaint. The ** of Boucher in *********** did eventually contact me after I submitted this complaint. He said he would provide me with a new shield and look at my complaint about my passenger parking lamp and the bezel - and I told him I did not want anyone there to work on my car and he assured me that he would be the only one doing so - that he has over 20 years of experience with cars/working on cars. That made me feel very comfortable and happy. However, that is not what happened. He literally told me on the phone after I had dropped my car off, once it was ready to be picked up, that he was around when they had put on my shield. Even more so, it wasn't even him that called me to say my car was ready. It was a service writer. And I had to ask to talk to him, because it was my understanding that we would have then talked about my parking lamp after the replacement of the shield. And then I am taken in the shop with my car and he is there to be looking at the glue that is there on my bezel BUT for whatever reason he literally thought I was talking about my headlight housing????? How, as a **, do you not do your research about the complaint that you are following up on that work was just done on????? It blew my mind. And then there was another guy next to him that was saying that if water was getting into that light that it would eventually corrode and i'm like EXACTLY my point and even more so my reason for the complaint that water is still getting into that lamp. But for whatever reason, they are still convinced that there isn't water getting in, even though you can see clear as day the difference between the two sides. I was told by the ** after this on Tuesday that he would call me the next day, and I never received a call. So I called and I left a message but he didn't call back. He did call yesterday (Thursday) and said he didn't have time to talk but would call me today (Friday) and it is now 3:17pm and I still have yet to get a call. This isn't how things should be. I want to talk to someone from corporate. I do not want to deal with this specific Boucher location, as they have not just done things that are not fair to any consumer in the past to me, but apparently are still continuing to do so and almost acting as if I am not knowledgable enough to know that I have rights and a voice to say THIS IS NOT OK. Corporate needs to contact me. Please. I am not happy. 

  

  Business response

  01/10/2023

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

   

  I had a nice discussion with ************** and will work with her on removing the water from her lamp. I was offered a free ****** in spring.

  Thank you for the information of this complaint. 

  Best Regards,

  GFB

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This dealership is untrustworthy. I put a $500 deposit down on a factory order CX-50. ******* (****) did not provide me with a signed buyers order or build sheet - meaning the *** price we discussed would not be guaranteed on delivery. After all of that, they called me the next day to tell me that the dealership is not accepting build orders. Hours of time wasted. And I still only have a "conditional" refund for my $500 deposit and it has been MONTHS. Terrible experience!

  

  Business response

  08/02/2022

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

  We apologize for the wasted time that you had our dealership. This is such a difficult time with inventory. In relation to the deposit we cannot refund the $500 because you stopped payment on the check. We want you to not stress so please call the bank.

  Thank you,

  GFB

  Customer response

  08/02/2022

  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.
  
  I STOPPED THE PAYMENT BECAUSE YOU DID NOT REFUND ME SEVERAL BUSINESS DAYS AFTER THE DEAL FELL THROUGH. THE **** IS WAITING FOR A RESPONSE FROM YOU, THE DEALER, SO THEY CAN RESOLVE THE ***** I HAVE ALREADY CALLED SEVERAL TIMES. THERE IS NO RESOLUTION WITHOUT A RESPONSE FROM YOU, THE MERCHANT
  
  Regards,
  
  ***************************************

  Customer response

  09/15/2022

  I resolved the issue with my bank, without the assistance of the business 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manufacturing recall blew up my engine and starter. Its covered but havent had a rental or or any idea when the parts are coming in. Estimated waiting time for me to get back a car Im still paying for .. forever. I have been waiting since 3/18/2022 Hyundai corporate has a case manager that all they have told me to do is pay OUT of pocket up to 60$ for a rental car. I have the case number also . No parts no car no resolution on the horizon . Help me please

  

  Business response

  05/13/2022

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

  We are aware of the situation and we understand her frustration.  We are working on a solution and will have a car for **************** very soon. 

  Best Regards,

  GFB

  Customer response

  05/20/2022

  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.
  
  Consumer still has not heard a timeline as to when she might receive a rental, or their vehicle 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. ↩