Van Horn Mazda

*I am so disappointed with how we have been treated with Van Horn Hyundai of Sheboygan, My husband and I had purchased a car thru the dealership over a month ago. At the time that we were about to leave we had asked for the second key of for the car. Our sales person [redacted] said he will have it mailed to us because the last people that took it for a test drive did not put the key away. Us being the people that trust to much said ok and went on our merry way. A week and a half after not hearing anything about the second key I had called and asked to speak with a sales manager. Let me tell you this person that I spoke with (i don't remember his name) was so RUDE! Kept cutting me off and would not listen to what I had to say. Which just upset me more. After countless back and forth conversations we finally got a key. I was told that I could take it to my local dealership and they could charge Van Horn for the programing of the key. I took a day off of work to get this done which was a waste of my time. My local car dealership could not program the key as it was already programed for a different car...ugh. They also stated that the key needed to be cut towards the VIN of my car that they would not be able to cut it there and we were told that they would be able to cut it there by [redacted]. At this time I was so upset because a 2012 car that I just spent $20,000 plus on I should have two keys and I have been dealing with this for over a month now, I was just hoping this all could be done. Anyways since I was so upset I had my husband call and he asked to speak with the sales manager who transferred him back to [redacted] who has not done anything for us for the past month except for getting us a key that could not be programed to our car. He stated that he would speak with his GM and call us back on Wednesday night, Thursday morning needless to say we NEVER heard anything back. I emailed early Friday Morning asking for the GM info or the owners [redacted] info and of course come Sunday morning I have STILL yet to hear anything. I am sick of having to deal with this I just want a second key for my car....is that wrong. I sold my 2004 car and that had two keys they least a dealership could do is provide two keys for a 2012 car

Very easy to work with. Have trusted them for over 20 years.

I recently bought my new 2015 Chevy Cruze from Van Horn Hyundai and Mazda. Everyone was so eager to help me purchase my new car it made everything seem so quick and painless. All my questions were answered and I received some of the best costumer service out there. Everyone was very informative and helpful when it came to the car functions and what would suit my needs best. The office girls were super friendly and made my final steps a blast. I will be back for future purchases! Thanks Van Horn!!

Straight forward,honest.[redacted] was very helpful explaining repairs

Vehicle had a recall, and a problem that was under the excellent warranty. Had to order a part, and was still ready within two days!!

Great Service. Friendly people!!

We were looking for a used mini van and were happily surprised by the vehicle we found. The sales and finance people were very helpful!

Thank you so much to [redacted] for helping us getting a new car. They worked hard to help us get the payments we wanted and a great deal.

Thank you [redacted] and the rest of the staff to make us feel welcome and no pressure sales. [redacted] was friendly and willing to help us with the purchase of a used vehicle.
Received prompt service with their internet sales thank you [redacted] The staff from the beginning to the end of the process was wonderful even when it was closing time for them. They even have added perks with buying a car with them. I would truly recommend Van Horn Hyundai for anyone looking for a vehicle. IMPRESSED!! AWESOME AUTO DEALERSHIP AND STAF!

service department is always helpful and friendly

Review: Complaint against Van Horn Hyundai 07/13/2014

*Note*

All exact dates that I brought my car into service at Bergstrom in Appleton, WI can be given upon request, but do not currently have the exact dates on me as I am writing this.

This complaint is against Van Horn Hyundai of Sheboygan, WI. It is being written to the Revdex.com and Hyundai USA.

My name is [redacted] and I purchased a new 2012 Hyundai Accent from Van Horn Hyundai in Sheboygan, WI in roughly March of 2012. At the time of the purchase, I requested that I would like a remote start/automatic remote locks installed into the car. Van Horn said they could do this and that they bring in an outside contractor to install remote starts on their vehicles. They hired a man named [redacted] who owns Exotic Auto Restylers in Sheboygan. Before I even paid for the car or drove it off the lot, [redacted] came in and installed the remote start on the car. My entire check was written to Van Horn Hyundai, for the price of the car and the price of the remote start (I never directly paid [redacted] from Exotic Auto Restylers for his work). The person that sold me the car at the time was a man by the name of [redacted].

I had issues with the remote start from the beginning. Almost immediately, when clicking the remote start to turn on the engine, the car would start and run for a second, then shut down. I called Van Horn about this issue and was instructed to speak with [redacted] directly. [redacted] was called and he was able to drive to my house to attempt to repair the issue. The first time he came, he was confused as to why it was not working properly. As he messed around with the remote start, it became apparent that he did not really have an idea as to how to fix the issue. Eventually he tried a few things he thought might work. The issue seemed to be resolved and he left.

Maybe a day or two later, the same issue presented itself. I called him again and he was able to drive to attempt to fix the issue. Again, he messed around with my car, trying to fix the issue, but it was apparent he was guessing at various solutions to the problem. Once again the problem seemed to be fixed after he left. But the problem came back again a few days later.

I called [redacted] again and instructed him that I would like the remote start removed and to be refunded, as it seemed to not be working properly with my car. [redacted] pleaded with me to give him one more chance to fix it. Reluctantly I agreed, although very frustrated at this point. He came back again and "fixed" the issue. At this point it seemed to be working okay.

About 6 months after this, the button on the remote start that would lock and unlock my doors stopped working completely. The remote start still seemed to be working properly. At this point, I did not feel like calling him again to try to resolve the issue so I let it go.

Fast forward to this year, in roughly February of 2014, my check engine light came on while driving home from work. The car seemed to be performing poorly, as it wasn't accelerating properly and seemed to not be able to accelerate past 60 MPH. The car was also shaking, especially when paused, in neutral, or in park. I pulled over briefly because I did not know what was going on. I was then able to drive the car home safely. The next day I called Bergstrom of Appleton, WI to get my car examined under warranty.

The man I worked with at Bergstrom initially was named [redacted]. After I brought the car in for them to look at, [redacted] called me back almost immediately stating that "the issue causing the check engine light and car problems was the remote start, and that whoever installed it clearly had no idea what he was doing".

[redacted] was able to replace a part on the car that the remote start was causing issues to under warranty and hoped that it resolved the issues. The car was fine for about 2 weeks and the issues came back again. Once again, I called Bergstrom to get my car looked at. (I want to quick point out that this complaint is not against Bergstrom, Bergstrom was actually extremely excellent in their customer service in this matter). At this point I drove my car to Bergstrom for the second time to get it looked at.

[redacted] from Bergstrom once again pointed out that the remote start was causing issues to my engine. He said that he was going to try something else but he hopes that there was no damage done to the internal CPU. He also tried to call Francis from Van Horn Hyundai whom sold me the car to get more information on the problem. He was not able to contact Francis. At this point I was getting extremely irritated and called Francis myself. After explaining my problems with my car to Francis, I was essentially told that it "Is not Van Horn's problem because [redacted] from Exotic Auto Restylers was the one who installed the remote start and to contact [redacted]".

This was also a few days before I had to drive to Chicago to catch a flight. I was very concerned over if my car was going to be okay for the trip. [redacted] from Bergstrom actually offered to have someone drive me from Appleton to Chicago (Over 3 hours) so that I could catch my flight (Another example of their excellent customer service). Fortunately, he was able to get the part in time that he needed to replace to "fix" my car again. I was able to drive to Chicago in my car fine.

This was in the middle of March. My car was fine for about a month and a half. In the beginning of May, the check engine light came on again. Once again I drove my car to Bergstrom extremely frustrated at this point. This time I was told that some wires were simply touching and they seemed to have resolved the issue.

The car was fine again for roughly a month, then the check engine light came on again with the same problems; spotty acceleration, the car shaking when stalled, etc. I called Bergstrom on June 10th, 2014 and set up an appointment to get my car looked at for the 4th time. This time, a female assisted me, but I do not recall her name. I explained how I had the car in previously 3 times for the same issues. She and her staff looked at my car once again.

Later in the day she called me back and told me that once again, the remote start is causing issues. She stated that the remote start was sending error codes to the CPU but they did not know exactly how to fix it or interpret the codes; only that they knew the remote start was causing the issues. I asked her if they could remove the remote start and if this would fix the issues; she said that they could not remove the remote start because they do not want to be liable for any damage that it has caused or may cause once removed. I was instructed to contact Van Horn Hyundai and have them remove the remote start and resolve the issue.

I called Van Horn Hyundai the next day and asked to speak to someone in the service department. I explained my issue to him in full (which took about 5 minutes, considering how long my issues with the car have been going on). After I was done, he seemed not to care and told me he had to transfer me to a sales manager to resolve the issue. I forget the name of the sales manager I spoke to at this time, but once again I explained my situation to him. After I was done explaining my problem, he, like everyone else at Van Horn, told me again that it was not their problem because they did not have someone on their staff install the remote start and I was told I should contact [redacted] from Exotic auto restylers. At this point I told him that I do not want [redacted] anywhere near my car because of the problems and possible damage he caused, and if he does need to be near my car that one of Van Horn's technicians be present to watch him remove it and then inspect my car for any damage caused after he was done. I also told him that I wanted to be reimbursed for the price of the remote start. He said that he would look into it, contact [redacted], and give me a call back. I left him my name and number.

He never returned my call. About a week later on June 19th, 2014 I called them again and asked for the manager of sales (because I did not remember the name of the person I talked to). This time I was connected with [redacted], a sales manager, and asked him if he was the one I talked to previously. He did not remember me, so I once again restated my entire problem in frustration to him as well. Once again he tried to tell me it was not their problem because they did not install the remote start. I told him that it is their problem because I never paid [redacted] from Exotic directly; I paid Van Horn Hyundai for the entire purchase of the vehicle and the remote start. In addition, I told him I want a Van Horn technician inspecting my car while [redacted] removes the remote start, as I did before and that I wanted to be reimbursed for the price of the remote start. He said that he would contact [redacted] from Exotic Auto Restylers to set up an appointment to make this happen. I then left him my name and my number so he could give me a call back.

Once again, [redacted] from Van Horn never returned me call. I have been extremely busy with work and school and have no time to continue to call this dealership to explain my issue and get this resolved; nor am I going to continue to call and explain my issues to them just to never get a call back. I have brought my car into Bergstrom Hyundai 4 separate times for warranty service and called Van Horn Hyundai 3 times asking for this to be resolved over the course of many months. I am extremely frustrated and done dealing with this issue with Hyundai and Van Horn directly. Thus I am writing the Revdex.com and Hyundai with this complaint looking for a resolution to my problem.Desired Settlement: Repair of the entire issue stated, follow-up to make sure the issue did not damage my vehicle, full reimbursement of the remote start.

Business

Response:

The facts are Van Horn Hyundai sold [redacted] a new 2012 Hyundai Accent and had Exotic install an aftermarket remote start system. Mr. [redacted] has not been back to Van Horn Hyundai for any service since purchasing the vehicle. Mr. [redacted] had a problem with his remote start and was told to contact Exotic for assistance. He has contacted Exotic approximately three times since purchasing the vehicle and has had no contact since March/April 2012.

After contacting Bergstrom Hyundai, I found that Mr. [redacted] had been to Bergstrom four times. In January 2014, he made two visits for an inoperative heater in which Bergstrom replaced a thermostat and a spark plug wire adjustment. In March 2014, Mr. [redacted] made two visits for a check engine light in which Bergstrom replaced an ignition coil and repositioned wiring from remote start due to interference. Only one visit made to Bergstrom involved Mr. [redacted]’s remote start, the other repairs made were not due to aftermarket remote start in any way.

If Mr. [redacted] would like the remote start uninstalled we would be willing to do this at our cost.

Consumer

Response:

Review: Didn't disclose that they changed a valve cover gasket for an oil leak, and thought the oil leak was fixed but the head gasket is shot and leaking which is a $1300 repair.Desired Settlement: Pay to fix this problem.

Business

Response:

Hello [redacted],

We have had a past conversation on this gasket issue. I believe we made a reasonable offer to send you some money for the repair or additional money if the repairs is done at our location. I would be willing to increase those funds to a larger number or I would also like to pass on an offer to trade your son out of the vehicle and find a different car. Either solutions works for us so please let us know which direction you want to proceed. Thanks again and we hope to hear from you soon.

Sincerely,

Recall service on vehicle, and alignment issues. All items were completed and explained very well. Time to have service completed was very good. Service completed 3 weeks ago, everything working as promised. Will return to this service center in the future.

Review: I. called dealer and talked to [redacted],told him I was looking for a 2010 hyundai santa fe low miles and a factory certified car. He said he had one, and went to dealership. he showed me one ( the one a bought) I agreed to the price.He then with surprise said the car was not certified, the previous owner complained about the car. He said the hyundai checked the car twice and said there was nothing wrong with the car, and bought the car back from the owner.He did say hyundai BOUGHT the car. I did sign the contract.He DID NOT say the car would have a TITLE and PROBLEM CHECK, (manufacture buyback/lemon title records) according to the AutoCheck Vehicle History Report. I found this out when I traded the said car on a new 2014 hyundai. The sales mangr. at Tri City Hyundai showed me the Vehicle History Report. Because of this under handed, deceitful, deceptive,trick,I lost $4000.00 on the 2010 hyundai. [redacted] DID NOT disclose any of the problems listed! Do I have any recourse in this matter, and if so, what that may be. Thank You [redacted]Desired Settlement: I expect a refund of the $4000.00 I lost tradind the car in, and 1 1/2 % interest per month for the time I owned the car( interest allowed by law ) !

Business

Response:

Dear Mr. [redacted]

We do apologize for the misunderstanding of your interpretation of the history of the vehicle you purchased from our dealership. Our dealership business is run in a very upfront informative manner. We supply vehicle reports, Impartial Services forms, Wisconsin Buyers Guide forms, and also a statement of understanding form. These all are explained, discussed, and signed by all guests that purchase any vehicle with a buyback history report. I don’t believe there is another way we can make it clearer as to the history of a vehicle. I have included copies of these documents for your viewing and further discussion. In closing I must say; if another dealership convinces someone that the value of their vehicle is $4000 less because of the history, it is still up to the owner to either accept that offer or decline it and shop another location that may have allowed you closer to or even the entire amount that you expected.

Professionally treated by the service dept.

We felt welcomed right when we walked in!! [redacted] and [redacted] went far beyond my expectations!! [redacted] was very easy going and wonderful to work with. [redacted] made sure everything went smoothly with all of the paperwork! I would highly recommend Van Horn Hyundai-Sheboygan because of their excellent customer service and kind hospitality! Thanks for making my experience the best it could be!!

Review: I contacted the dealership within a week of purchasing the used Dodge Journey SXT. I told them of two issues I was having. One was the driver's side window would not function properly and two the steering made almost-like grinding noises when wheel was turned slightly to the left.

I took vehicle in the first time and they said that they cleaned and checked driver's window switch and it was fine. Then they told me they could find nothing wrong with the steering.

Second time I took vehicle in they found that the driver's window switch was faulty and replaced it. They said there was nothing wrong with the steering.

I contacted them again and took vehicle in and now they are telling me that the window motor needs to be replaced and they also found out the left wheel bearing needs to be replaced.

They are telling me that the motor is not covered under the extended warranty I purchased and that the other issue is covered but that I would have to pay the $200 deductible for the warranty.

If they would have fixed both issues correctly in the first place I wouldn't have had to go through all of this and not be faced with paying an extra $200, especially since I can't afford this.

They suddenly also found that the coolant reservoir is leaking, apparently not covered under the warranty and that the rear axle seals-differential is leaking.

Wouldn't these things have been noticed in their multi-point check back in January, 2014 and also when I purchased the vehicle in October, 2013???Desired Settlement: I am requesting that these items be fixed, especially the two vehicle issues for which I've had problems with since I purchased this vehicle.

If I didn't have to deal with them, under the conditions of the purchased Zurich warranty, I'd be happier but I know that this is going to be a long year and a half having to deal with them to complete warranty work.

Business

Response:

[redacted]

I first would like to say that I may have been mistaken when I spoke about the window repair needed. The window regulator was replaced by us on your second visit. Our records show that date was January 10th and the repair visit was to install a new power window motor. Operation was verified and vehicle was released back to you. It’s my understanding that you now have another issue with that same power window motor. This is where I may have given you some wrong information. If we replaced that motor less than 90 days ago and it’s defective again, we should have issues a repair for that window motor at no cost to you. This can be set up by contacting [redacted] in our service department.

As for other repairs you listed or other repairs suggested by us on our visual inspection, or if other repairs come up during your future ownership of the vehicle; you made a great decision to purchase a 2 year 24,000 mile extended service contract. That decision will cover many repairs if they come up in the future. This is not a bumper to bumper warranty but it will cover many repairs and all covered parts and repairs are listed on the policy. Also most warranties carry some type of deductible that must first be met and then the remainder of the bill will be covered. I apologize if that deductible is an inconvenience, but It could also be a blessing if a very large repair bill came along. Please contact us with further questions.

Sincerely,

General Manager

Consumer

Response:

I purchased a 2012 Ford Escape, with [redacted], and [redacted], they were true professionals, who pointed out everything that the vechicle had been through, and our time there was amazing. Great Job team.

They diagnosed my car problem. They fixed it on one hour.

Another excellent service experience at Van Horn Hyundai/Mazda in Sheboygan.
My 97 M-Edition Miata was making some strange rear end noises. I made an appointment for an oil change, checkout of the noise and [redacted], the service tech, found one of the rear bushings had deteriorated.
Repair service a few days later once [redacted] got parts in was done perfectly. The diagnosis was spot on, and new bushings, and the realignment done perfectly. Speaking of alignment; [redacted] was careful to do this so well the steering wheel is centered, and handling is excellent. As I use this car for Autocross; having a suspension aligned well makes a difference.
While VHC always has excellent lubes, and for my other vehicles I use their standard lubricants, I asked if I could use a specialty lube for engine, transmission, rear end. The accommodated my request, and even neatly stowed the extra in my trunk.
Car came back nice and clean (rain when I drove up). Checkout was fast and friendly. Quality of work excellent. Oh, and price competitive.
These are the reasons I've continued to get my seven vehicles maintained at VHC in Sheboygan.