Van Horn Hyundai of Fond Du Lac, Inc.

Review: On 01/13/2015, I purchased a 2012 Hyundai Elantra. I was looking to trade in my 2007 Mazda 3 for a newer better vehicle. My Mazda 3 had no known mechanical issues snd was getting 30-33mpg. When I spoke with the salesman [redacted]. He told us that the Hyundai Elantra will get up to 38mpg. I refinanced through my bank and found out after month of driving it that they did not register me for owning that car but a different car. They were not easy to deal with and I had to waste my time to drive back to the dealership to get the isssue handled. They did not compensate me in any way for their error. Then after driving the car for two weeks I found out that I was not receiving the gas mileage inwhich I was lead to believe. I was averaging about 28mpg. So I contacted them and my first oil change they did not seem to care and said every vechile varies. So after a few attempts to try to get the issue of the mpg resolved I was told to contact the Hyundai Corporate. I was working with a manager there and they said I needed to take my car back to the dealership to have the car tested. So I took it their and they manager told me the appointment would take 2 hours.The appointment took 30min. The mechanic indicated that the car averaged 28.5mpg. I had asked the Hyundai manager to have an independant person to conduct a review since I do not trust them. They had some guy from the state of Il. drive to my house then take my car for three hours and then say my car averaged significantly higher in the 30s.The Hyundai corp. manager informed me of a suit that won for the 2012

hyundais for the mpg not being what advertised and that I would probably qualify. Well I got fed up with all of the run around by VanHorn so I decided I was going to trade my car in at another delership. I went to Holiday Mazda and they informed ne that they could not give me anything near what I paid because the car had previously had frame or unibody damage. I was very upset because this was not told to prior to buying the car. The other deal asked if they gave me a copy of the window sticker and I did not realize they did not hand me a copy. So I immediately went back to VanHorn in Fonddulac and asked to speak to a manager. I asked for them to buy back the vehicle from me since I feel I have been cheated. I recieved something in the mail saying they were looking to buy gently used cars and would give me $11,300 for my vehicle which is significantly less than what I paid. Total I paid 17504.40 for my car. The hyundai manager told me he would only give me the 11,300 if I traded my car in but they did not have any vehicles comparable that had not been in any accidents. So then he said he would only give me 10500. I was very upset but at this point I wanted to be done. Then the guy comes back and said he noticed a scratch in the plastic on the headlight covering and would only give 10200. I told them I purchased the car that way and have pictures to prove it. I was mad and but said fine and took the 10200 because he said take it or leave it. So I left and then the next day I realized they did not refund me for the 1799.00 warranty.They told me my car was certified and I do not known how they can legally sell a car with frame or univody damage and say it is certified. They said they sent in and would give me a prorated amount which was 1543.73. They said it would take up to 3-4weeks and it would be mailed to me. That was on 09/28/15 and I still have not recieved my money for the warranty. I am at a loss of close to 7304.40. I called them again today several hours ago and they still have not returned my call. I am upset and feel I have been wronged in so many ways by this company!Desired Settlement: I would like them to stand behind their products and not false advertise that a car can get up to 38mpg when it clearly wasn't. I feel they should openly disclose when a car has been in an accident. I also would like the money due back to me and for my time and frustration I would like back the money I am out for buying this vehicle. Total paid was 17504.40 then money returned to me was 10200. I would like the 7304.40 they took from me.

Business

Response:

First and foremost, we'd like to apologize for your experience and want you to know it is not our intent to be dishonest or deceive anyone in regards to our vehicles and the way we conduct business. We sincerely apologize if anything we may have said or done would lead you to feel otherwise. What you have described is unacceptable for our standards, and your sales representative is no longer a member of the Van Horn team. We strive to provide our guests with top notch service and 100% satisfaction, and we would like to speak further on this matter. Please contact our General Manager, [redacted]. He can speak with you regarding your requests and help assist you, so that we may rectify any problems and/or issues.

Consumer

Response:

Review: I purchased a used vehicle from Van Horn back in April of 2013. I found the vehicle on their online site and the price was too good to pass up for the vehicle, or so I thought. When I went to Van Horn to test drive the vehicle I brought along the Carfax. The Carfax had indicated that the vehicle was in a small accident. When I was asking questions about the accident the salesman seemed to become annoyed and said "Look, if you're worried about the vehicle being structurally sound, it is.” My dad and boyfriend were both with me and after discussing it, we decided to purchase the vehicle. A month after I purchased my car, the sun roof motor died. I took it to Bergstrom, the replacement was covered, I just had to pay $100, no big deal, things happen. Shortly after that, my radio began to malfunction. I dealt with the radio malfunction for a few months until the transmission on the car began to act up. It seemed to delay shift. So I took it back to Bergstrom. Bergstrom performed an update code for the radio and claimed they couldn’t find any issue with the car shifting. As time went on, my radio went back to malfunctioning and the shifting only became worse. However, any time I took my car in, Bergstrom could not get the vehicle to replicate the nature of my complaints. After have the vehicle for 2 years, the transmission decided to start “jumping” into drive from reverse. At that time, my boyfriend and I decided we just wanted to get rid of the vehicle so we began to shop around. We ended up at another dealership where we found a unique vehicle we really liked. When the salesman asked me where I purchased the car I had to trade in, I told him Van Horn. He stopped in his tracks and told me that he probably had bad news for me. After running my VIN number through the dealerships program, the salesman informed me that my vehicle had gone through repairs for unibody damage. He asked if I was aware of that and of course I wasn’t. Between my boyfriend, Dad and me, we wouldn’t have bought a vehicle with unibody damage. I asked the salesman what all the information meant and he informed me that because the vehicle is not structurally sound my trade in value went from $15,000 to $9,500. I was irate! The salesman told me that because the frame of a car is like a spoon, once you bend it, it’s never the same; my vehicle would never be worth what it should be. After running some numbers and doing everything they could, I had to refuse the sale of a new car because I had too much negative equity on my current loan ($3,500). I would never have been able to afford payments for $535 a month and $3,000 down.

I then went back to Van Horn and asked to speak with a manager. When explaining my story to the manager he never apologized for anything, in fact he had quite the attitude. First he tried blaming the whole thing on the other dealership. Saying that he didn’t think it was right for them to be bashing Van Horn. When I called him out and told him “I didn’t think it was right that they lied to me about unibody damage”, he claimed they didn’t lie. He then went on to tell me that they made me sign a piece of paper that stated I knew the vehicle had unibody damage. I’m 99% sure I never signed any piece of paper. Like I said, my father and boyfriend would not have let that happen. When I asked the manager to show me that piece of paper he said he would go get it from my file. After 30mins of waiting the manager came back and told me that they conveniently could “find” my file. Therefore they have ZERO proof that I signed an agreement about the unibody damage. My boyfriend then asked him if they would buy the car back just so we could get away from a progressively worse situation. The manager said they would give me $14,000 for trade in or $13,400 for direct buy out. To get away from the lemon vehicle I agreed to take the $13,400. The manager informed me that I was going to have to come back the next day to get the check because it was too late. I said “no problem I’ll be here when you open”. He then made a fuss about me coming so early and made me feel as though he didn’t want me there waiting for the check. When I asked him to give me something in writing that said he guaranteed me the $13,400 check his exact response was “I’ve been with the company for over 5yrs. If you want me to give you something in writing, I’m not buying your vehicle.” I was completely astonished. What kind of customer service is that!? Anyway, I came back the next day only to find out that the guy I was supposed to meet at 8am did not come in till 11 and that an email disclosed I wasn’t picking the check up until 2pm. I specifically told the manager the night before I had to work in Oshkosh at 2pm, therefore would be there at open so I could get the transaction done asap. Again, great customer service! The man I was dealing with on the second day was much nicer and immediately began processing the paperwork for me. However, the other dealership called me and informed me not to take the check. They had worked out a deal with Van Horn’s corporate in Plymouth. Van Horn would buy the car from this dealership for $13,000 so that I could trade my car into the dealership the same day and drive away in a new vehicle. Apparently Corporate understands these things happen??

Anyway, I traded the vehicle in. I still had to pay $3,400 for a down payment just to cover the negative equity on my current loan. Needless to say, I will not be going back there, nor will anyone I know. I have begun leaving negative reviews on many sites. I have also put an ad out on online sites explaining the corrupt business ethics of Van Horn. Upon dealing with my story and then hearing many other people complain about Van Horn, I think it is only right to warn people off about their horrible business ethics.Desired Settlement: After dwelling on this for a couple months, I realize that I deserve to be completely refunded for Van Horn's wrong doing. It is not fair that I have to lose $3,400 because they didn't disclose the unibody damage.

I want Van Horn to either prove that I apparently knew about the unibody damage by showing me the so called paper I signed, in which case I will walk away with my tail between my legs and apologize. Or they can settle up on the $3,400 difference I had to pay because my vehicle was permanently structurally damaged, therefor I did not receive the full value I should have.

Business

Response:

In response to the complaint, we have 3 specific, highlighted documents (1- Wisconsin Buyers Guide 2- Unibody Disclosure Form 3 - Motor Vehicle Purchase Contract) disclosing unibody/repair damage with the consumer's signature on each. The consumer is more than welcome to these documents. Please visit the dealership or contact us at [redacted].

Review: I recently purchased a vehicle from Van Horn Hyundai in Fond du Lac Wisconsin. I paid $3,000 down on my vehicle and am current with all of my payments. Not long after purchasing the vehicle I began receiving threatening voicemails from the salesman [redacted] who stated that I owed Van Horn Hyundai $2,000 for the down payment on my vehicle. I was quite surprised by this, since I did not think my lender Gateway One Lending would approve a loan for me if I had not had the money up front. I reviewed my purchase contract which shows that my down payment was paid up front, and does not show that I have any further obligation to provide funds to Van Horn Hyundai. I explained that to Van Horn's general counsel and also explained that any future requests for funds related to my vehicle should be sent to my lender, Gateway One Lending. The threatening phone-calls stopped, but yesterday at approximately 4:30 pm two gentleman who claimed to be Van Horn employees pounded on my front door, waking up my infant Son and interrupting my family during dinner. They accused me of not paying the payments on my lease, when in fact my vehicle is financed through Gateway One Lending. It appears that Van Horn Hyundai defrauded Gateway One Lending and is now trying to cover it up by making me pay an extra $2,000 for my vehicle.Desired Settlement: I feel that Van Horn Hyundai should be held responsible for the fraud they committed and I would appreciate it if they did not contact me anymore as it is grounds for harassment.

Business

Response:

We

sold and delivered a vehicle to Mr. [redacted]. Mr. [redacted] agreed to an

additional $2000 at the time of purchase that was clearly stated on the

Purchase Contract and the Finance Contract governed by the State of

Wisconsin. Van Horn Hyundai made several attempts by phone only to

rectify the situation. At no time did any employee/s of Van Horn visit

Mr. [redacted]’s residence.

The

matter was turned over to our corporate attorney and sent to small

claims court. On Sept. 9, 2013 the Fond du Lac County Court, Case

#[redacted], found in favor of Van Horn Hyundai of Fond du Lac in the

amount of $2735. Transcript of court proceedings can be found on the

public Wisconsin Circuit Court access site.

It is Van Horn’s policy to exhaust all amiable resolutions prior to taking any legal recourse.

I hope this satisfactorily addresses the above cases. If you need further clarification please do not hesitate to contact me.

Thank You in advance.

Consumer

Response:

We purchased a used 2011 vehicle from Van Horn. We noticed a few weeks later that the material on the overhead interior had begun to fall down, two of the a/c vents are broken, stitching is coming out of the leather and there appears to be gritty sand/ mud that is down in the doors and has been scratching the windows. It came from New Jersey according to the title and was bought right after the hurricane. No doubt in my mind this was a hurricane car that we are now stuck with. On top of that, they never paid off the vehicle that we traded in and I have that financial institution coming after me legally. Please do not buy from this dealership , save yourself the headache.

Make sure there is gas in the vehicle if your test driving it! I had to put gas in a vehicle for an overnight test drive (gaslight was on when we left and was told by Keith that he could not put fuel in it because they were closing the lot for the evening) and was told to bring in my receipt when I returned the car. I brought the car back with gas in it! Then I was told that I couldn’t get reimbursed because the cash register was closed… see a pattern?! 3 weeks later and I'm still calling to get the money. After talking with Eric on the 3rd time I called Van Horn, I was told that they do not reimburse gas because there should have been gas in the car and also they don’t write checks because accounting gets taken care of elsewhere. Ok but your NEW salesperson Keith didn’t know that and no I’m paying for his mistake. I should have syphoned MY gas out of THEIR car. Glad to know the next test-drives were driving around on my gas.
The day that I was scheduled to bring the car back, Keith and the sales department was working on numbers so that I would purchase this Kia Optima from them. They had me believing that the car was right in my monthly payment budget. But when I arrived to drop off the car they gave me a list of numbers which were $50.00+ out of my price range!! I wanted to buy a car that day; instead I was humiliated by Keith. I did my homework and called around to different credit unions so I knew what I was looking at for a loan percentage rate. What they offered was double!
Brittney contacted me the next day to thank me for my time and for shopping Van Horn. That was nice but then I called her back to let her know that I did not have a great experience and still needed to be reimbursed to which she gave me the run around. I called her twice for her only to say "I'll follow up on it." Or “Keith will be taking care of it.”
Should this really be a person gets treated by anyone?

I have never been to Van Horn Hyundai. On May 22, 2014 my boyfriend was looking to purchase a car they have online. He does not have the best credit due to a divorce, and I offered to co-sign for a car for him. He called Van Horn to get some information on the car, and they told him he could talk to a credit expert, to see if he was approved. He gave all of his information over the phone, and never filled out a credit application. He also gave them my information as to being a co-signer, however told them not to run my credit, as it creates a negative affect on my credit score with multiple inquiries. I checked my score online, and there were 6 pulls from all different banks. I had never consented to my credit being pulled. I called Van Horn, and asked to speak to [redacted] as to how this could happen. The reception desk told me he did not have a phone and had just moved locations. They would leave a message for him. How was he going to call me back it he did not have a phone? Starting last week, I received my first letter in the mail, as to why I was denied for a $23,000 loan for a truck they have on their lot. The vehicle my boyfriend inquired about was under $8,000, why were they trying to run my credit for $23K??? I tried to call again and got the same response, that [redacted] would call me back. I received my second letter this week, and the same scenario. I will filing a a report with Transunion to try to get these removed off my credit, and have still not heard back from Van Horn Hyundai. They will not be receiving our business, and I will let everyone I know what they did to me.

Amazing customer service on the purchase of a used vehicle.....what a great experience. I highly recommend.

Review: was sold a vehicle with rusted out frame discovered by mechanic.window inspection sheet did not disclose this defect.Desired Settlement: want refund of cost to repair rusted frame at local frame shop or want van horn to buy vehicle back for purchace price or want 2000.00 refund

Business

Response:

In response to the consumer's complaint, the situation has been resolved, and we appreciate the opportunity to have done so. Consumer signed a document stating they will remove all negative posts online. This matter should proceed as closed.

I purchased a vehicle on 2/2/16. I was amazed at how easy buying a car could be! The staff assisting me ( Josh and Kayla) were completely professional in every way, from the moment I walked through the doors. I would recommend them to anyone looking for a vehicle.

Review: I fill out a finance application and started emailing [redacted] from Vanhorn auto on July 17th, 2013. From July 17th to July 19th we had found a vehicle and completed the finance application, all I was waiting on was an emailing confirming what I needed to bring with me. After 4 days of waiting and no response to my emails I received an email from another sales accociate ([redacted]) asking if I had found a vehicle. I was a little concerned by this and explained who I had been talking to and what vehicle we were financing. I decided to just call the dealership since they obviously had a communication issue and spoke with a man named [redacted] who said he was working with [redacted]. The man informed me of all the information I needed to bring and set up an appointment for my husband and I to come test drive and pick up the vehicle. I arrived at 1100 on Friday July 26th and informed them that I was here to see [redacted] Nett. At 1130 [redacted] came to greet us and informed us that they had sold the vehicle we financed earlier that morning. [redacted] never came out to greet us, never apologized for making us drive an hour to find out that they had sold the vehicle we purchased, made us wait nearly 5 hours in the waiting room with hopes that they were fixing their error and in the end they had nothing to offer us. This was the most unethical, lack of communication dealership I have ever dealt with. I know my husband and I have credit issues but we don't desearve to be discriminated against and hear comments such as "you should just take what you can get since your credit isn't good." (from [redacted]). After we had left that day I was hoping to receive at least an email of apology. I received nothing.Desired Settlement: I want the deal they made with my family honored.

Business

Response:

Mrs.

[redacted] contacted our special finance department searching for a vehicle

that would be affordable and inquire about available financing. She

expressed interest in one particular vehicle from our website but

unfortunately financing options for her particular situation were not

available from the lenders we use. The initial vehicle she chose was

sold however at no point was there a contract signed or earnest money

taken and certainly no guarantee our lenders would accept the terms.

Mrs. [redacted] did spend time here as we earnestly tried to find other

vehicles and financing options that would be both acceptable to her and

the lenders. We were unable to help due to her current financial

situation.

Van

Horn Hyundai does not discriminate. We more times than not are able to

help many people that fall on hard financial times. We tried to help

Mrs. [redacted] but things beyond our control prevented this.

Review: My husband and I test drove a vehicle on 3/27/14 and decided to buy it. The salesman informed us there was only one key and we said we would only purchase the car if the dealership made another key. The salesman left to get approval on that. He came back and said no problem but they didn't have any fobs that matched that car at the moment. They were to send us a key when the dealership received it. We also brought this up to the sales manager and again were told they would send us a key. When the salesman called a couple weeks later we informed him we had not received the key and were told he would look into it. Several months went by and I phoned to let them know I still had not received the second key and was told someone would get back to me. Recently the original key was misplaced and I sent my daughter down to get a new key at the dealership in Green Bay. She was told that they could not make a fob without the car being present. I would have to have the car towed there and pay $205.00 plus labor for the fob. I realized at this point that the dealership had never intended to send us a key because it wouldn't have worked. I was upset and called Van Horn Hundai and was asked if it was written in the paperwork that we were to get a second key. I didn't know because the paperwork was locked up in the vehicle. I told the sales manager that whether or not it was included in the paperwork he knew the dealership had told us we would get a second key. No one would buy a vehicle from a dealership without the guarantee of two keys. The sales manager asked what I expected him to do. I said I wanted them to pay for the towing and fob. I was told he would have to check with the "higher ups" and he would call me back. I waited all day and then had the car towed to the Green Bay dealership and payed $354.48. Had Van Horn followed through on their agreement, or explained I would have to return to have the key activated, I would have understood. Instead both the salesman and the sales manager chose to misrepresent what I was getting for my money and what future costs I would need to incure. I have not heard back from Van Horn just like the other four times I brought the missing fob to their attention.Desired Settlement: I would like used car dealers to stop living up to their stereotype. In this particular case I would like to be reimbursed $354.48 and receive an apology for being Intentionally mislead.

Business

Response:

Hi Mrs. [redacted],

Review: We test drove a Hyundai Tuscon Limited edition in April 2014 at this dealership. The specifications of the vehicle we test drove were exactly what we wanted, including having front, rear and cargo floor mats, except for the vehicle color. The dealer found a vehicle in the color we desired and we agreed to purchase it. Unfortuantely, with no adjustment in price, the vehicle provided did not have the front, rear and cargo floor mats included. We have asked for this product omisson to be corrected on at least 3 occassions with no satisfactory (i.e. providing the requested front, rear and cargo floor mats) response to date. To protect the vehicle, we have purchased 3rd party front, rear and and cargo floor mats at a cost of approximately $500.Desired Settlement: Reimburse us the approximately $500 we spent on front, rear and cargo floor mats.

Business

Response:

To Whom It May Concern,

I have attached an invoice of the vehicle Mr. [redacted] purchased which clearly indicates that there were "NO" floor mats were included in the price of the vehicle. There are many vehicles in the market that DO NOT come with standard floor mats and hardly any ever include a "cargo' mat. Mr. [redacted] also stated in his complaint that there was "no adjustment in price"? Mr. [redacted] purchased a $31,225 MSRP Tuscon and received a $1,727.00 "dealer" discount which was $236.00 UNDER INVOICE plus he received a $500.00 rebate so I take exception to his implied statement that he had paid "full" price. Furthermore, my reason for personally replying to this complaint is that I had approached Mr. [redacted] in the store regarding his complaint and he went on a rant about how he would never buy here again and kept interrupting me when I tried to ask him what happened and why he thought these items were included and in fact, he was so rude and disrespectful I walked away from him.

In closing, a complete set of Hyundai ALL-WEATHER mats (top of the line) for his vehicle through the manufacturer cost $239.00, when standard mats are included on some vehicles they are $79.00. I have no idea where you could possibly pay $500.00 for mats on this vehicle.??? If Mr.[redacted] contacts me in a respectful manner I would be more then happy to find some common ground on solving his complaint.

Sincerely,

[redacted] Sr

General Manager

Van Horn Hyundai of Fond du Lac

Consumer

Response:

Review: Dealership charged me for a LUX PROTECTION which I did not ask for #1, and told me I didn't have a choice, it wasn't an option. This is not legal, as there is no law regarding this. I want it refunded.

Also, I had refunds coming for the rest of the year on GAP insurance and a full service protection plan and was told they could keep it if they wanted to. Again, not true, and I want my refunds on that too.

I feel I was taken advantage of and treated unfairly and would like these things resolved and receive my refunds.

Thank you.Desired Settlement: Refund my money, apologize for poor treatment.

Business

Response:

[redacted] on behalf of the entire team here at Van Horn, I apologize for any poor treatment you've received while conducting business with us. It is never our intention to deceive or mislead our guests in any way. In order to resolve this concern regarding refunds, please contact our Finance department at (920) 924-0000. Thank you for your time.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

[redacted]I called the dealership, had to explain the situation to another finance person who wasn't familiar with it, and his suggestion was to contact the general manager tomorrow, which I will do. thank uou.

As a female I always dread going into a car dealership to buy a vehicle until now. All of the employees at Van Horn Hyundai in Fond du Lac went out of their way to make my buying process so pleasurable. From the minute I walked in I felt like I made a great decision to drive up here from Waukesha to buy a vehicle. Great price on a brand new Santa Fe and above and beyond service... I love my vehicle and finally I found a dealer I love going to and sending my friends and family to. [redacted] was my salesperson and she was excellent.. I highly recommend buying from this dealership!!!

Review: Good afternoon,

This is the message I wrote Hyundai Am[redacted]a headquarters, they cannot help me because Van Horn is an independent contractor. They suggested contacting the Revdex.com.

I apologize for the lengthy explanation, but I have never submitted a formal complaint like this in my life, and want you to have all the facts.

My name is [redacted], I purchased a 2011 Hyundai Sonata Hybrid with 41,566 miles on it from Van Horn in Fond du lac, WI on September 4th, 2014. The vin number for the car is [redacted]. Total purchase price including the service and protection plans was $22,817.45. I have never spent a nickel on a car in my 13 years of driving, because I always drove my dad’s previously owned cars. Needless to say, I was very excited and anxious about finally driving a quality car.

When I purchased the car from [redacted] (salesman) he assured me that this hybrid would get 38-40 MPG, and that since it was pre-certified I would not have to worry about the car for a while. I drove another car to the lot, so I could not drive my new car home. We made arrangements for Van Horn’s shuttle service to drop my car off at noon, in Oshkosh at my work. I made it very clear that I had work obligations in the afternoon and needed my car by noon.

I waited until approximately 3:00 p.m. to finally receive my first contact after not being able to get ahold of [redacted] the entire day. The shuttle driver explained he would be at my work in 10 minutes. I got out of my meeting to wait for him, I waited patiently for an additional 20 minutes when I received another phone call from the same shuttle driver.

The driver said he stopped somewhere to run an errand (3 blocks away from my work, when he was over 3 hours late) During this stop, he was on his cell phone, driving my car. He backed my car into someone else’s car and caused damage on both cars. I understand accidents happen, but the driver stole my car by running an errand I did not authorize with my car that I have not had an opportunity to drive as mine yet. Since it was technically my car and the police were called, I had to leave work for 90 minutes to tend to this accident that should never have happened. Now I am in a situation, where my car was in an accident before I even drove it, decreasing the value and adding a police report to the car history. The driver apologized and promised to have the car fixed within the week, he said management would call me and have the car picked up from my work, fixed and dropped back off at work.

When the driver apologized, that was the only apology I received from anyone. Management never contacted me to get this fixed or to apologize.

Since day 1 of driving the car after the accident it drove sluggish and my check engine light came on about a week after.

I had an oil change scheduled 4 weeks after the initial accident, and thought that my car would be fixed then. Instead the shop had nothing scheduled, they did not even know they were supposed to fix the damage caused by the driver. They simply changed my oil, turned off the check engine light and promised to have someone call me the following day to set up a time to get the body work fixed.

Again, no call or contact was made.

A few weeks after that I was having major issues with my vehicle. I had to have my car towed. During that experience, the tow truck driver confirmed what my dad and mechanic friend said about the tires being unsafe and treadles. The tow truck driver was amazed that the car would be sold with the poor quality of the tires and suggested I asked the dealership about new tires because mine clearly had to be replaced.

I had to miss more important work time to drive with the tow truck driver to the dealership to pick up my loaner car. I spoke with [redacted] the technician about the tires and body work needed to be done from the first day I had my car at Van Horn to get the transmission fixed. He said he would call me when my car was ready.

Three and a half weeks passed, and he finally called on Wednesday 12-3 in the afternoon. He said that my car needed a new transmission which they replaced and the body work was completed. I asked about my new tires, and he said he could not make that decision and that I had to speak to [redacted], my salesman. I called [redacted] Wednesday night, and could not get a hold of him. I called back on Thursday morning and he explained he had to speak to his supervisor. I called again Thursday afternoon and evening, without receiving an answer or a call back again. I waited Friday, Saturday and Sunday to hear a reply back, and I still have not heard anything. I called back again Monday morning to find out the answer was “no, we are not going to replace the tires” This made me upset because of all the headaches the dealership caused me including missing multiple hours on multiple days of work, having my car for over 3 weeks to fix the transmission and body work while never communicating or returning my calls. Not to mention, my car was in an accident it should have never been in because their employee stole my car to run an unauthorized errand with my car while not paying attention on his cell phone. I thought new, safe tires would be a no-brainer and not an issue.

I expressed my frustration with [redacted], he agreed and scheduled a conference for [redacted], the supervisor, the GM and myself at noon on that same Monday. I showed up at noon, expecting them to be there waiting for me to discuss my car. I waited 10 minutes for [redacted], and 25 minutes for his supervisor [redacted]. The GM never showed. I even wrote up a sheet of facts stating why I should receive free new tires. Tim argued with me in a condescending tone for 10 minutes, and refused to replace the obviously unsafe tires even after ‘considering’ all of the facts. He offered me 20% off if I wanted to purchase new tires. I said that I was insulted by that offer, and I would rather pay 100% somewhere else simply on principal. I then asked him to buy back the car because clearly management and common sense are non-existent at this dealership. He mocked me while laughing and said, “seriously, over a set of tires” I explained, it is not just about the tires it’s about the terrible and clearly unreliable service I have received from the management.

During my entire car-buying experience I never had any contact with a supervisor or manager. Most restaurants I eat at have a manger stop at the table to thank us for eating there, but this dealership did not, even after purchasing a $22,000 car. Not even after their driver caused an accident on my car before I could drive it was I contacted, simply inexcusable.

The only other contact I have had with your management after Tim mocked me and sent me out of the dealership angry with unsafe tires, was via Facebook. I have attached a copy of our Facebook conversation. Again, I apologize for the length of this; but please read the entire conversation.

I still have not received a call from the GM or any other manager, the only call I received was from an angry [redacted] saying that the dealership will offer to pay for 2 replacement tires, but I would have to pay for the other two and remove my negative (but true) comments about their dealership on google plus, yelp, cars.com, etc. He strongly suggested for me to take the deal 3 times. When I replied back, that this deal was a complete insult and I would never accept it while asking him to buy back the car again. He replied “I’m busy, I have to call you back” and that is the last phone conversation I have had with anyone from this dealership.

Please reply back with any questions or concerns you may have, I promise I am not an unreasonable person; I just simply want to terminate my relationship with this dealership because of the management not standing behind their product.

This management team is an insult to the Hyundai brand. I have never been associated with a business that has more condescending, unresponsive and unpractical management in my entire life.

Thank you very much for your time, and I look forward to hearing your thoughts.

[redacted] Alt

Below is the Facebook conversation I had with Van Horn of Fond du Lac. Their responses are highlighted.

My name is [redacted], I am from Neenah but work in Oshkosh. I was in a car accident this summer, and came to your dealership after looking at a few others because of the reputation. I work at a hotel, and realize how annoying people can be with their complaints. That is why I have never wrote a bad review in my life, until today.

I bought my car there less than 90 days ago, I am completely unsatisfied with how I have been treated and my experience with your leadership. I will continue to write every bad review possible until Van Horn will do the right thing.

All I want is a new set of tires, or to have the dealership buy this lemon of a car back.

Reasons why I am upset:

When I bought my car, I had a rental car so I made arrangements with the salesman, [redacted] DePra to have the car dropped off at my work at noon the following day, as I had important work meetings in the afternoon that I had to attend.

I waited until 3:30, to finally receive a call from one of your drivers saying that he will be at my work in 10 minutes, I went downstairs and waited for him. 20 minutes later, I received another call from the same driver saying that he backed in my car to another car WHILE HE WAS ON HIS CELL PHONE, and since the police were being called and I owned the car, that I had to be present.

To make matters worse, the accident was 3 blocks away from where he was to drop off my car. The driver assured me that management would call and schedule a time to pick up the car and have it repaired. I never received a call, management never called to even apologize. I mean this should of never happened, when you have someone else's new $20,000 car you drive from point A to point B, you don't run errands and you certainly do not drive someone else's car when you are not paying attention and on your cell phone.

That was just the start of the nightmare.

When I bought the car, I asked about the tires and gas mileage my salesman said that the car was pre-certified so I will be worry free for a while and that the gas mileage was around 40 MPG.

I have averaged 28-30 MPG for the few months that I have owned the car.

About 6 weeks after buying the car, I had issues with my transmission and had to have it towed. Your dealership had my car for over 3 weeks to repair the transmission and the body work that I finally got repaired that should have been done a day after the initial accident.

I received a call on Wednesday 12-3 from your technician, [redacted] explaining my car was finally ready to be picked up.

When the car initially got towed the tow truck driver confirmed what my dad and mechanic friend said about being surprised that my tires had no tread on them. I asked [redacted] about this when I dropped my car off, and then again on 12-3 when he told me my car was ready. His response was "you need to talk to your salesman"

I called [redacted] Wednesday night, and did not make contact with him, I called again on Thursday morning. He said he had to talk to his supervisor, Tim about the tires. I did not receive a call all day Thursday, I called 3 times on Friday, still did not receive an answer. I still have not heard anything all day Saturday or Sunday. I finally called again this morning and [redacted] said he spoke with Tim, and the best they could do was offer a slight discount.

I saw this as a complete slap in the face, first of all I did not even put 3,000 miles on the car, the MPG quoted was clearly wrong and false. Your driver caused damage to my car, before I could even drive it. I was without my car for almost a month. I had to waste work time on 3 separate occasions to deal with the issues I was trying to avoid by spending more than $20,000 including the purchase of every optional maintenance and warranty plan possible.

When I came in this morning, [redacted] said we would have a conference with the two of us, and his two bosses at noon.

I waited until 12:25 to finally speak to a supervisor, and Tim started to argue with me, like I was in the wrong for complaining.

I asked him to replace the tires for free, he said no.

I also asked him to buyback the car, he said no.

What kind of dealership would not even buy back a car less than 90 days after purchase? (of which my car was on your lot for almost a month for repairs)

Please feel free to respond back via Facebook or email.

Thank you,

[redacted] Tuesday 2:21pm

At this point it is clear the words on your welcome packet are completely false and should be changed. In addition, the management does not care about customer satisfaction and is more concerned about making a dollar. I almost died last night by sliding past a stop sign going less than 5 MPH on CR-A. Please do the right thing and buy the car back from me. I have no trust or faith in this dealerships leadership and want to terminate this terrible relationship. Please let me know when I can bring this car back and pick up my check for $22,817.45.

Tuesday 4:51pm

Hello [redacted],

I wanted to get in touch with you. Clearly you're upset about your car and I'd like to apologize.

I'd like to address some of your concerns so you don't feel like we're ignoring you.

1) Gas Mileage - You're going to get lower gas mileage when it's cold outside no matter what kind of car it is. Once the weather improves, you'll see your mileage improve with it.

2) Regarding your tires, I'm sorry you're not happy with the state of the tires. If you're slipping and sliding around in the snow - please put snow tires on your vehicle - be safe. Hyundai uses a low rolling resistance tire for its hybrids. This is good for fuel economy but not so good for snow and ice. Again, please be safe. Don't put yourself in harms way.

3) I realize you'd like to return your car but unfortunately buying a car isn't like shopping at Walmart - you can't simply return it because you don't like it. I realize that isn't the answer you want but its the truth. If you really want out of your car, we will work with you to trade you into a different vehicle but we aren't able to write you a check for $22,817,45 for your car.

Thank you for finally getting a hold of me, it has been a struggle since day one to get anyone from your dealership to respond.

As far as the gas mileage, I bought the car in the summer, and have had the same gas mileage since owning the car 28-30 MPG, so I disagree with your assessment. That is just one of the many reasons I have hated my relationship so far with your dealership.

As far as the tires, if you care a small amount about me or any of your other customers you would have not sold the car at the bare minimum of the requirements. I would not do that to my worst enemy.

I understand this is not Wal*Mart, although the service at Wal*Mart is superior. I want to end my relationship with Van Horn because of false promises, poor leadership and lack of commitment to doing the right thing

I was told the dealership would stand behind the car in all circumstances, and clearly that is not the case.

Your management is terrible, I have never been around or associated with a company with the lack of management that Van Horn has. No one even apologized for having my NEW CAR being in an accident before I even drove it, not to mention I waited 30 minutes for your sales manager, Tim to even speak with me when [redacted] scheduled a conference for us on Monday.

He argued with me and offered a slight discount to replace the clearly unsafe and bald tires. He refused to replace them for free. At a cost to the dealership of less than $200, you would think with all of my problems, loss of work time and having my car in an accident before I could even drive it that $200 to make it right, would be no big deal. Apparently I was wrong, and I do not understand why you can't stand behind your product considering all of the circumstances.

Just do the right thing and buy back my car, I will remove all of my negative reviews and our relationship would be over.

I am not one of those people that complains about everything, in fact I have never written a bad review or complained to a manager my entire life. It's this bad. I would strongly suggest hiring someone with customer service skills that actually responds to people and does not mock or make fun of them for doing what is right.

Wednesday 1:47pm

Have you finally decided to do the right thing, and stand behind your vehicle by purchasing it back from me? Or do I need to get the Revdex.com, Hyundai and the state of Wisconsin involved? I do not want a trade, I want to be done with your dealership.

I have already prevented 1 person from purchasing a car from you, that opportunity cost will continue to grow and is not close to the loss that you would take if you did the right thing and bought the car back from me.

Wednesday 3:25pm

Hi [redacted], I understand your desire to be done with our dealership. You are under no obligation to work with us in any capacity in the future. Please understand that can't simply buy the vehicle back from you. I apologize for the accident with your vehicle - accidents are thankfully rare but I'm still sorry that it happened to your car.

This was not a simple accident, the driver stole the vehicle to run a company errand when he was already 3 hours late. He was not paying attention while on his cell phone, driving my car in a place he should have never been, and caused an accident that should have never happened. Again, I did not receive one call or letter from anyone in management apologizing and offering to fix the situation. This is just one example of your management team being incompetent and not taking care of me.

I will continue to do everything in my power to convince you to do the right thing and buy back my car. Clearly the car is no good, and that is why you do not want to buy it back. I understand that, but you SOLD the car, I don't know any other company that would refuse to stand behind their product like Van Horn has with this terrible car.

I will continue to write every negative review possible, talk to everyone I know and get Hyundai, the state of Wisconsin and the Revdex.com involved until you do the right thing and buy back a car I have only had in my possession for less than 2 months while putting less than 3,000 miles on it.

All of this will end if you simply honor your commitment and promise to customer satisfaction. It is simple business, I will not stop. I have already reached out to hundreds, and it will be tens of thousands once all reviews publish. I am not asking for a free car, I am asking you to simply buy back this obviously flawed car I have not had for more than 2 months in my possession.

Thursday 10:02am

Why are you forcing me to continue this terrible relationship for another 5 years and 9 months?!? Please, I do not think writing bad reviews is fun, and I do not enjoy shaming local business. My girlfriends dad owns hotels and I see all the time how negative reviews detract from business. The words on your welcome packet could not be more false or untrue. Considering all of the circumstances, please finally do the right thing and stand behind your product. This dealership has been a nightmare since day one from stealing my car and causing an accident to not even having the common decency to replace the clearly unsafe and tread-less tires after all of my hassle to the consistent condescending tone of the management while failing to keep the promise of customer satisfaction. Do you really want 2,465 more days of bad publicity each and every single day?

[redacted], your relationship for the next 5 years and 9 months is with the bank, not us. We aren't requiring you to have any relationship with us - you don't need to have any contact with us if that's your preference. If you really hate your car, you can trade it in at another dealership since you don't want to work with ours any longer. No one here is being condescending or trying to hassle you - it's simply that what you're asking for isn't possible for us to do.

How is it not possible to stand behind your product?

Please answer that question, you make it sound like I want my money back and to keep the car, I just do not want to be stuck with this lemon, you clearly agree the car is no good otherwise you would stand behind it.

I paid over $3,000 for the maintenance and service plans, so I am forced to stay in this relationship. No dealership would give me close to the amount I paid for this car because of the car history, I already went that route.

Please elaborate on why it is impossible for you to buy back this no good car, considering all of the facts.

23 hours ago

Please, I am still waiting for you to tell me why it is impossible for you to buy back the car. It is quite easy actually, write a check for $22,817.45, I'll remove all of my negative comments, stop talking bad about this place every chance I get and give you back the car. I now have had 3 people that are in need of a new car and were actively looking at your dealership that refuse to do business with you now after hearing my story. That is over $60,000 you have lost already, that number will only grow. Again, do the right thing finally and buy back my car for the price I paid you for it.

19 hours ago

Still waiting to hear an explanation regarding why it is impossible for you to simply buy back this terrible, problem plagued car that is backed by the worst management possible.

about an hour ago

Ok, I understand you do not want to admit the truth. You said earlier that you would offer me a trade I saw on your website a 2012 Hyundai Sonata GLS listed for $13,479. Considering I bought my car for a total of $22,817.45 and the other surrounding circumstances. How much of a refund would I get if I traded in my car for the Sonata GLS?

I have not had contact with the dealership since 12-11. They have been ignoring me since I refused their insult of an offer to replace 2 tires, requiring me to pay for the other 2 while removing all of my negative reviews.Desired Settlement: My desired outcome would be for the dealership to stand behind their product and to buy back the car I purchased 10 weeks ago (Had in my possession for less than 7 weeks, and 3,000 miles) that I have had problems with since day 1 for the price I paid for it. This dealership has been ignoring me, even though I bought all of the service and protection plans. They initially offered me a trade, but now they are not returning my calls. I am scared that because of my bad reviews they will not service my car to the best of their ability even though I bought all of the optional protection and service plans. With this being said, if I cannot get all of my money back for this lemon of a car, I would request a refund for the service and protection plans I paid over $3,000 for.

Business

Response:

Hello Mr [redacted]

I wanted to take the time to respond to your complaint. We would like to apologize again for what

happened to your vehicle. Your vehicle

was repaired and we paid for all of the damage as would be expected for

something that was our fault. Your

transmission was repaired and covered under the warranty at not out of pocket

expense to you.

We do not agree with your assessment that the tires were

unsafe when sold to you. The remaining

tread life was well above the legal minimum.

As tires are a wear item, they will need to be replaced as they are

used. As you have mentioned, we did

offer to pay for two tires for your car which you have called an insult

offer.

We have tried to work with you but you have not been willing

to work with us up to this point only saying that we need to pay for 4 tires or

give you a refund. We have made it clear

to you and will make it clear again that we are not able to do that. Our

offer for two tires still stands.

Should you choose to do so, service and protection plans may

be canceled and you will receive a pro-rated refund for the unused term. You can come to the dealership to complete

this. Sincerely, [redacted]Van Horn Hyundai of Fond du Lac

Consumer

Response:

RevDex.com:

Review: Very simple: we placed a $250 deposit to hold a car, which we did not purchase. We requested a refund to be initiated that same day (they received this deposit 10/05). I've made numerous requests for the return of this money and can supply you with those emails and acknowledgment from Van Horn.

As of 12/17, no funds/checks have been received.Desired Settlement: Return our money for something we didn't purchase. This business continues to boggle my mind.

Regards,

Blake Swanson

Business

Response:

Our Accounting Department is located at our Corporate office in Plymouth, Wisconsin. When we were informed of this issue in the beginning of November, we contacted our Corporate office to have a check cut for $250 in the customer's name. We do not have the means necessary to compensate the customer here at the dealership. As of this report, we've since contacted our Corporate office to inquire about said check and were informed the check had been cancelled. As of 1:15PM, December 23rd - a new check for $250 has been cut by our Accounting Department in Plymouth, WI and will be sent to the customer at the address we have on file. For any further inquiries, please call ([redacted].

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance on this matter.

Regards,

Review: I purchased a BMW 528 xi from Van Horn of Fond Du Lac. I test drove the vehicle, which was already started for me. Every thing appeared to be fine. After I signed the paperwork and started the car for the 1st time, the navigation system, radio, Bluetooth, safety checks and climate control center would not appear on the display screen, nor work. I didn't notice right away that the display wasn't on, I thought maybe I needed to turn it on. I didn't get any instrumentation help from Eric the salesman, as he stated, "We don't sell many BMW's so I'm not sure how everything works" After realizing it just wasn't working I immediately called the dealership from the adjacent road, (about 1/8 mile away) but they had already closed because if finished my paperwork after 6pm. So I called the sales reps cell phone and left him a message reporting the problem. Later on my drive home the displays all came back on and worked fine. This ended up being an intermittent issue. Once it started becoming more frequent, (1 week later) I took the car back in for repair. They told me they wouldn't fix the issue because I had already left the lot before I called them to report the issue. After several discussion they agreed to fix the issue. They held my car for a week and could not duplicate the problem that only happens at start up. I picked up the car and 2 weeks later the issue became more frequent. I took the car back, talked with the General Manager, who assured me they would take care of the problem. They held my car for a week, then called to tell me they duplicated the problem and the repair would be $2000. I told the women in service the general manager assured me that they would take care of the problem and didn't hear back from them until a week later. When they called today, they said they would only contribute $200 to the $2000 repair. They made it clear that if it was a safety issue they would have fixed it at no charge, or if I had purchased the extended warranty, or if I would have called them before I left the lot. And even though I was only on the street across from their lot before I saw the problem, that I was out of luck. At this point I've owned the car for 6 weeks and they have had it in their service department 3 of them.

The car was advertised as having: (actual listing from Van Horn's website)AWD, NAVIGATION SYSTEM, BLUETOOTH, MOONROOF, DUAL POWER HEATED LEATHER SEATS, DUAL ZONE CLIMATE CONTROL, AIR CONDITIONING, FOG LAMPS, IN DASH EXTERNAL TEMPERATURE DISPLAY, STEERING WHEEL AUDIO AND CRUISE CONTROLS, ADJUSTABLE STEERING WHEEL, AM/FM STEREO W/CD PLAYER, PRIVACY GLASS, CRUISE CONTROL, POWER MIRRORS, POWER DOOR LOCKS, POWER WINDOWS, TRIP ODOMETER, REAR DEFROST AND MORE ! BRING YOUR TRADE AND COME TAKE THIS ONE FOR A DRIVE TODAY ! **IT'S ALL ABOUT YOU**Desired Settlement: I want the A/C fixed and the navigation fixed at no charge.

Business

Response:

We took customer's vehicle to a BMW dealership to have issues looked at. Our general manager agreed to go 50/50 on the final bill. The work is completed and this issue should be resolved at this point.