Boucher Hyundai of Waukesha

Comical Went in planning to buy a vehicle. Already have a Hyundai and wanted a 2nd. Had scheduled a test drive early in the day. Went in with no problems. Tes Went in planning to buy a vehicle. Already have a Hyundai and wanted a 2nd. Had scheduled a test drive early in the day. Went in with no problems. Test drove the vehicle and loved it. Came to a price on the Palisade with Alex within 10 mins. Then the comedy began. When asked about financing I said that I already had a loan approved from my bank. Alex, the sales guy, wanted me to talk to their finance department, which I had no problem doing. After waiting around for 30 mins, someone finally came over. They wanted to run me through their system to see if they could get a better rate. I told them to go for it but that I needed to unfreeze the credit agency they wanted to run me through. Alex said I needed to put a $100 deposit down on the vehicle, which I did. Went home and unfroze the credit and emailed Alex (as I was told to do) to let them know it was unfroze. The next day I heard nothing from finance, so I called Alex and left a VM. Heard nothing. Later that night I tried calling again, got Alex's VM again (front desk said he was in both times I called). Then I asked for the sales manager as I was done waiting for them to run my credit when I already had a loan approved through my bank. Ryan, the sales manager claimed it would take 10 days to transfer funds from my bank and thus it would be a good idea to run it through their finance department. I told him no, that I was going with my bank. Called my bank after that and they told me the only way it would take 10 days is if Boucher requested a paper check delivered via pony express. That at most it usually takes 1-2 business days to electronically transfer the funds. The next day I emailed Alex and Ryan (started including Ryan on everything as Alex never did return my email or two VM's) the paperwork to begin the money transfer from my bank. He emailed me a time to come in and meet with finance to sign the purchase paperwork. Went in and signed paperwork, no problems. Took two business days for the money to transfer - per the bank (was actually four days but included the weekend). Never got a call from Ryan or Alex to come get the vehicle, so I reached out to them. Alex - who I hadn't heard from in nearly a week - called to schedule a pick up time. Came in to pick up the car. It wasn't ready. Sat in the waiting room for a touch over an hour with two little kids. When the car was ready, we did a walk around and noticed 3-4 areas that had scratches. Alex said to bring it by the next day and they'd buff out. He put on the license plates and left (and when I say left, I mean he actually pulled out of the lot with his own vehicle that was parked next to us and left). No walk through of the vehicle at all. No mention of the maintenance plan that we read about online later. Nothing. We left about 10 mins after Alex left, noticed gas tank was half full. The next day my wife takes the vehicle in to get buffed. All of the scratches but one came out. Alex told my wife that they'd mail us a paint pen to fix the scratch (which was above the handle on the passenger door). I called and said using a paint pen to fix something on a brand new vehicle was not acceptable. That when you buy a new vehicle you expect it to come new, not with scratches. Alex then went into a little rant about how they'd need to sand the entire door down to fix the scratch, as if it was unreasonable to expect a new car to not come with a scratch. That's the point when I was done with Alex. I asked to speak to Ryan, who proceeded to explain the actual process - which did include sanding some of the door at their body shop and that it would take a few days to do. He said we could try the paint pen first - which they'd mail to us as they were out - and if that didn't look good we could schedule a body shop appointment. Ryan's calm explanation, that included options, seemed completely reasonable, so we agreed. Ryan then gave my wife a walk through of the car which Alex didn't do the previous day. He also had the gas tank filled for us. My wife went to the cashier's window during the visit to get the $100 deposit back as well. The cashier said she'd never heard of having someone put a deposit on a vehicle - but got us the money as we had a receipt. Fast forward 6 weeks later. No paint pen ever arrived. I emailed Ryan about 3 weeks after the pickup to tell him we never got the pen and he said they'd send it out. Still don't have the paint pen. So I've got a scratch on my new vehicle and the $15 fix they offered us never even happened. I've used Boucher for service and parts for our 2017 Hyundai, never had any issues. But this sales experience was comical. The entire time dealing with Alex I felt like I was trying to convince him to sell me the car. He seemed completely checked out and inconvenienced by us. He didn't return calls and emails and was too lazy to even give us a walk through after we picked it up. The half a tank of gas at pickup was the icing for me. Ryan was much more responsive. My only compliant with Ryan is that I STILL don't have the paint pen 6 weeks after it was promised us. I went in planning to buy a car, I should have been the easiest sale they had that day. Instead, I found myself trying to convince them to take my money and simply follow through on basics that you expect when buying any vehicle. Thank God I have two new cars now and don't have to deal with this sales team again anytime soon. (P.S. within 2-4 weeks after purchase I began to get loan decision letters on the car I already had. Looks like Boucher ran me through 3-4 different banks - which is funny because their finance department never did follow up about the loan they wanted me to get through them.) Update: After I posted my review Boucher followed up and sent the pen out. Received the pen, which didn't include enough postage, so had to pay the delivery person to get the package. Don't care about the few dollars it cost, but it was the comical icing on the cake. More