Parks Hyundai has had my car in the shop for a month...Absurd!

[Ednchrishk]

I have to share this as I am the proud new owner of a 09 sterling blue premium plus tech 3.8 genesis sedan that I recently bought. Being a used vehicle, I found a couple issues that had to be rectified as stipulations before buying the car....one was the moonroof had to be fixed as it was not opening correctly and the other was the back up camera acting up. The seller told me the car would be going in two days later to correct the problems....

It arrived at Hyundai in Gainsville....after two weeks , the rails had been replaced but Hyundai still had no idea what was wrong with the camera. When I was told that they had not identified the issue, I thought to myself, aren't you an authorized dealership with trained technicians who have been trained to work on these vehicles? Another week passes by and they finally figure out it is the radio head unit. Then I am told that the radio is to be sent out with a 2 day guarantee repair duration and sent back immediately so I can get my new car that I have anxiously been waiting to acquire.

Five more days pass and after multiple lengthy durations on hold waiting for answers, I am finally told that the radio had not been sent out overnight as it should have and that Hyundai did not know when it would be finished. My frustration began to turn to complete meltdown. I told them that I had to have immediately...Oh and btw, I live 80 miles from Gainsville...so Parks Hyundai says they will give me loaner....Do they offer to shave someone deliver it to me? of course not, so I have to impose on a friend to drive me to get the loner taking up both time and money

...I then wait another four days to only be put on hold constantly, and after being cut off, I call back and am told that the service techs are now with other customers. I could not even believe the treatment....I asked to be put through to service managers for an explanation of how absurd the amount of time needed to repair my vehicle and even service managers did not feel a courtesy return call was warranted even though I have waited this long. I have been told at this point it is up in New York being repaired and "out of their hands" They still don't know when it will be finished.

So here I wait about to pay my first car payment on a vehicle that I have yet to even begun to enjoy...Now I could understand if I had taken it to "Bobs country bunker repair shop and ran into this but at a HYUNDAI DEALERSHIP? Very Disappointing as I have owned a sonata before purchasing this Genesis and never had any service complaints...Should I be blowing a gasket? I am sadly......

 

[Mark_888]

Re: Parks Hyundai has had my car in the shop for a month...Aburd!

I don't know if you should be blowing a gasket, but buying a 6 year old car with complex electronics is a gamble. No, dealer technicians are not trained on repairing every single aspect of a car, but they do have shop manuals. But in some cases that may not be enough. Maybe you should ask for a refund on the car.

 

[Ednchrishk]

Re: Parks Hyundai has had my car in the shop for a month...Aburd!

I don't know if you should be blowing a gasket, but buying a 6 year old car with complex electronics is a gamble. No, dealer technicians are not trained on repairing every single aspect of a car, but they do have shop manuals. But in some cases that may not be enough. Maybe you should ask for a refund on the car.

I don't think that is possible as I am way past the "three day lemon law" in Florida...plus, the car is in pristine cosmetic condition..I think the "blowing a gasket" comment was more about how they were dragging their feet to even have it sent out and then not even giving me an explanation or a call back...You always here about how Hyundai's warranty is the best in the business" and this is a warranty repair...I was thinking of getting an extended warranty as well....

 

[Mark_888]

Re: Parks Hyundai has had my car in the shop for a month...Aburd!

I don't think that is possible as I am way past the "three day lemon law" in Florida...plus, the car is in pristine cosmetic condition..I think the "blowing a gasket" comment was more about how they were dragging their feet to even have it sent out and then not even giving me an explanation or a call back...You always here about how Hyundai's warranty is the best in the business" and this is a warranty repair...I was thinking of getting an extended warranty as well....

I guess I am missing something. If the car is a 2009 how is it still under a Hyundai warranty? I can see that a dealer might offer a warranty on a used car, but that has nothing to do with the manufacturers warranty.

Even if the car does not fall under a lemon law for used cars in FL, if they can't repair it (and if they are required to) then you can always "ask" for your money back.

 

[Ednchrishk]

Re:Hyundai has had my car in the shop for a month...Absurd!

I guess I am missing something. If the car is a 2009 how is it still under a Hyundai warranty? I can see that a dealer might offer a warranty on a used car, but that has nothing to do with the manufacturers warranty.

Even if the car does not fall under a lemon law for used cars in FL, if they can't repair it (and if they are required to) then you can always "ask" for your money back.

I am not sure exactly as it went in owned by the seller and he paid to have it fixed as a "partial warranty" repair.....that was between Hyundai and the seller...Because I had a buyer for my sonata who was willing to give me more than kbb value but could not wait any longer for me to sell it, I sold my car and finalized the deal with the genesis as I figured that probably the two most important repairs costs were being incurred on the seller, not me and that Hyundai would have it repaired in no time..... I never would have thought it would take this long....I am keeping my fingers crossed and may buy the extended warranty through my lender just for peace of mind.

 

[OneFunGenesis]

Re: Parks Hyundai has had my car in the shop for a month...Aburd!

Just to let you know, your head unit/radio is up here in Syracuse. They are the only radio shop in the country that is certified and contracted by Hyundai to refurbish/fix the Lexicon systems.

On a side note, I live 1hr from Syracuse and it took them 7 days to send, repair, and receive my radio.

 

[Sal Collaziano]

This kind of thing, being passed around from person to person at the dealership, not receiving calls back - this is a "Hyundai" thing. It doesn't happen at most places. Chrysler is another one. I haven't dealt with Chevy but I imagine it's going to be a similar experience there. A bunch of kids getting paid a little more than the cashier at McDonalds handling calls and responsibilities...

 

[Ednchrishk]

Just to let you know, your head unit/radio is up here in Syracuse. They are the only radio shop in the country that is certified and contracted by Hyundai to refurbish/fix the Lexicon systems.

On a side note, I live 1hr from Syracuse and it took them 7 days to send, repair, and receive my radio.

Well, let's hope it comes back ready to feed those seventeen speakers...on a plus note, I was told they would have to get it back to factory default so maybe I will get a free navigation map update....

 

[homeofstone]

So is the original poster sure that the seller of the car has paid all that will be due when the repair is complete? What if money is owed to the dealership for the repair and the seller fails to pay? Just some thoughts.

 

[Ednchrishk]

So is the original poster sure that the seller of the car has paid all that will be due when the repair is complete? What if money is owed to the dealership for the repair and the seller fails to pay? Just some thoughts.

Yes, the seller paid in advance prior to my buying the car. If there was more due, the seller would pay for it as is was a stipulation that had to be satisfied for me to purchase the car....

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[Bill K]

It sounds to me that your dealer doesn't know what they are doing with a Genesis type car. There are more than a few Hyundai dealers out there that should only be selling Sonatas. I've got one just like that close to me. I've got two more that treat the Genesis and Equus owners as they should be.

 

[Ednchrishk]

well, yet another week ans still no car...Hyundai sent the radio out for a refurb...came back this past Monday yet they are still having issues with the back up camera....I told the service manager that because they have misdiagnosed exactly what is wrong with the car and the amount of time that they have had it( which in my opinion, they could have totally dismantled and reassembled the entire car in less time), that I should not have to pay anything....I mean, they are supposed to be the experts on this vehicle....who knows what they have been doing with my car for this long...for all I know, they have taken a small issue and turned it into something major....I feel this is definitely when Hyundai should step up and show that they have excellent customer service by eating any additional costs that they have incurred when they are done...if they ever finish it....They never advised me in advance of any replacement parts while trying to troubleshoot what exactly is going wrong...I am going to be making my first payment soon and I have no idea when this epic disaster will end....

 

[kn5owa]

well, yet another week ans still no car...Hyundai sent the radio out for a refurb...came back this past Monday yet they are still having issues with the back up camera....I told the service manager that because they have misdiagnosed exactly what is wrong with the car and the amount of time that they have had it( which in my opinion, they could have totally dismantled and reassembled the entire car in less time), that I should not have to pay anything....I mean, they are supposed to be the experts on this vehicle....who knows what they have been doing with my car for this long...for all I know, they have taken a small issue and turned it into something major....I feel this is definitely when Hyundai should step up and show that they have excellent customer service by eating any additional costs that they have incurred when they are done...if they ever finish it....They never advised me in advance of any replacement parts while trying to troubleshoot what exactly is going wrong...I am going to be making my first payment soon and I have no idea when this epic disaster will end....

Get rid of the car any which way you can.

But that said - I go way back - and getting a Motorola Car Radio fixed was a nightmare - way back when.

 

[Ednchrishk]

well. today brought some insight...turns out that another 2009 genesis came into the shop where mine has bee sitting for weeks....After trying to figure out what is going on, they decided to take the head unit out of the other genesis and see if it worked in mine....
and low and behold, everything worked. This tells me that after weeks of patiently waiting, Hyundai's only shop in the country(New York) who is authorized to work on lexicon radios, cant even fix them...They told my service guy that it was working but that is clearly not the case....Now my service guy is telling me that refurbed units are hard to find for an 09 and that a new unit would be $5k.....really? 5k....even high end cars don't have nav units in that price range...I find it hard to believe that Hyundai cant find a refurbished unit....I told them for as long as they have had my car, they should just take a bite on this and get me a no charge upgrade if they cant fix mine...The time they have spent on this car has far exceeded what is acceptable and the man hours are costing them... Does anyone have a lead on where to buy a used one so I can finally end this epic fiasco with Hyundai in Gainesville?

 

[OneFunGenesis]

Wow that news is not too great. 5K is about right for the head unit. These arent cheap units and can prove that in repair costs. Search cars.com for some good used ones. Or, just stop the pain and buy a new car...

 

[Sal Collaziano]

Isn't the car supposed to be repaired as part of the buying agreement with the seller? If so, the deal has gone bad. No?

 

[Ednchrishk]

Isn't the car supposed to be repaired as part of the buying agreement with the seller? If so, the deal has gone bad. No?

yes, the agreement was with the seller to pay to have it fixed...deal hasn't gone bad.....Hundai has just been incapable of doing the repair in a timely manner....I involved the director of Parks Hyundai today and told him that clearly things are not being handled well over there....That hey could have taken the entire car apart and reassembled it in less time....I told him that if I didn't get the car this week, I would demand a refund from the seller, sue him for the incurred cost of title and that most likely, he in turn would probably sue Hyundai to reimburse his loss....I also reminded Hyundai that I was putting thousands of miles on their 2016 Hyundai elantra loaner as I commute to work...I told him it was in Hyundai's best interest to get my vehicle finished immediately...He could not explain why it had taken so long and assured me that now that he was involved, I would get my car back in a day or two....It seems that you have to be a squeaky wheel that needs to be greased to get service departments to get on the ball....I feel that you shouldn't sell a product if you cant fix it in a timely manner....supposedly there is only one place in the country that is authorized to work on Lexicon units, and they clearly never fixed mine.....

Updated this afternoon by the
director himself that they found a radio on Ebay....my immediate question was...is my original radio serial number specific for my car and.... is this "ebay replacement" going to come with a 12 month warranty which is what I would have got if they had correctly refurbished my original head unit? also, would I get the updated map which was on my original head unit? The director told me that he should be able to work something out for me....gheesh...they should have said "of course!!, its the least we can do.." after this epic service call......

 

[Sal Collaziano]

Man. What an ordeal. I hope your Hyundai experience is much better from this point on. Otherwise I have little doubt you'll be shopping elsewhere for your next automobile...

 

[Ednchrishk]

picked up my car today...found out that the seller had to find the radio...how pathetic that not only could the dealership not refurbish my radio after five weeks, but they couldn't even find a replacement without the help of the seller. and of course since it was not purchased by Hyundai, they will not be warrantying the radio....turns out the replacement is not pairing my phone with Bluetooth and occasionally jumps to auxillary when listening to the radio.....will this epic ordeal ever have a happy ending? I am beginning to wonder...does anyone know if I decided to get an extended warranty, whether or not the warranty would be voided if it was not the original radio?

 

[PMCErnie]

No dealer is going to sell you an extended warranty covering a known defective radio. Suggest you cut your losses immediately. Yes, there are other cars out there. It's unfair to blame the dealer for this situation. Obviously, the seller is pulling the strings and wants to make an economical repair. Of course, you must realize that by now, right?