Terrible experience with the first oil change - what are my options now?

[Dennis777]

Just had my first oil change 2 days ago and what started like an impeccable service ended up as a nightmare: went on a trip after the car was dropped off to my house - everything seemed fine. 20 minutes later on a highway car started to lose speed, pressing gas pedal doesn't do shit and a low oil pressure light pops up on a dashboard - thankfully I was right near exit and was able to exit highway safely.

The roadside assistance came 90 mins later, a lot of oil on the ground below the car and burnt oil smell. It feels like the engine could be in trouble, there was some nasty sound by the time I was able to stop. the service person promised to provide an update on Friday.

Now, I've NEVER even imagined that I could be dealing with such situation, provided it was serviced in the official dealership.

What should be the best thing to do in this situation?

 

[EdP]

Just had my first oil change 2 days ago and what started like an impeccable service ended up as a nightmare: went on a trip after the car was dropped off to my house - everything seemed fine. 20 minutes later on a highway car started to lose speed, pressing gas pedal doesn't do shit and a low oil pressure light pops up on a dashboard - thankfully I was right near exit and was able to exit highway safely.

The roadside assistance came 90 mins later, a lot of oil on the ground below the car and burnt oil smell. It feels like the engine could be in trouble, there was some nasty sound by the time I was able to stop. the service person promised to provide an update on Friday.

Now, I've NEVER even imagined that I could be dealing with such situation, provided it was serviced in the official dealership.

What should be the best thing to do in this situation?

Can't and should not do anything until you hear from the dealer. There is potential for serious damage though. Next step depends on what they say.

Anything we say right now is just a guess. That said, my guess is the filter housing was not installed properly. If they patch it up, I'd get a third part evaluation even though there is warranty.

Once you hear from the dealer, be sure Genesis Customer Service is made aware of the situation and has a record of it. At that point you can evaluate if you have to take other steps.

 

[PMCErnie]

Your car wouldn’t be the first where oil was drained, but not replaced due to the carelessness of the shop guy.

 

[Tau]

In case you need a GMA contact:

Peter Donnellan
Executive Director, Aftersales, Customer Satisfaction, and Training
10550 Talbert Ave.
Fountain Valley, CA 92708
(714)-965-3000

Please post the name and location of the dealer when you can.

 

[jetrep]

That sucks! Nobody should have to deal with this.
Unfortunately dealers of all makes typically hire the cheapest labor they can find for oil changes believing anybody can do it. For the most part they get away with it but when performing oil changes all day it's easy to become absent minded and forget to complete a task correctly.

Hopefully Genesis takes good care of you but realistically it's probably going to come down to the dealer doing the right thing. It's really on them in this situation, not Genesis.

 

[Dennis777]

So, here is a quick update:

Got offered an engine replacement. Now my main concern is how is it gonna affect the car value when it's gonna be resold? I do plan to keep it for at least 5 years, but still...

Should I try to ask to offer transferable warranty to make it easier for the future owner? Is it a reasonable request?

 

[Dennis777]

In case you need a GMA contact:

Peter Donnellan
Executive Director, Aftersales, Customer Satisfaction, and Training
10550 Talbert Ave.
Fountain Valley, CA 92708
(714)-965-3000

Please post the name and location of the dealer when you can.

Thank you very much.

It's Genesis of Arapahoe in Denver.

 

[Tau]

So, here is a quick update:

Got offered an engine replacement. Now my main concern is how is it gonna affect the car value when it's gonna be resold? I do plan to keep it for at least 5 years, but still...

Should I try to ask to offer transferable warranty to make it easier for the future owner? Is it a reasonable request?

Your request is totally reasonable, but I suggest that you ask the dealer to work with GMA to replace the vehicle since this is not a normal failure, it's the result of dealer negligence. I wouldn't have confidence in the dealer's techs to replace the engine and program it to perform correctly.

Best of luck

 

[tarhoosier]

My answer to your questions: Yes and Yes. And Yes.

 

[EdP]

So, here is a quick update:

Got offered an engine replacement. Now my main concern is how is it gonna affect the car value when it's gonna be resold? I do plan to keep it for at least 5 years, but still...

Should I try to ask to offer transferable warranty to make it easier for the future owner? Is it a reasonable request?

They are doing the right thing by replacing. Not sure about resale value, I'd expect it to be minimal in five years but someone in the used car industry could answer that better.

Not unreasonable to ask about the warranty transfer. That would make it a good deal for the buyer but fact is, if you trade it in you'd never know if it was honored.

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[GarnetTy1473]

As long as they are replacing it with a new engine, it won't affect resale value or the warranty. No need for adding any additional warranty. It'll still be covered by the factory warranty, the same as the original engine would have been.

 

[pulsar]

If the engine is replaced, make sure VINs match correctly or resale could be affected for mismatched VINs. Good dealers will order the engine from the factory with the correct VIN to match the car but it’s worth inquiring about to be sure.

 

[Dennis777]

In case you need a GMA contact:

Peter Donnellan
Executive Director, Aftersales, Customer Satisfaction, and Training
10550 Talbert Ave.
Fountain Valley, CA 92708
(714)-965-3000

Please post the name and location of the dealer when you can.

Do you by any chance know his email?

Nobody ever replies and not returning the calls

 

[Tau]

Sorry, I don't have the email address.

Genesis Consumer Affairs (call center in AZ), claimed to not even have names or numbers for anyone at HQ! I had to find the info myself.

When I pressed a case manager via email for a meeting with executives, I received the reply below demonstrating their depth of concern:

"The executive team is not customer facing and that is the role of the case manager to speak on their behalf so unfortunately they will not be able to meet with you, but if you can send me info that can be addressed and documented to our Genesis management team who works directly with retailer management to provide better experience trainings."

 

[EdP]

Sorry, I don't have the email address.

Genesis Consumer Affairs (call center in AZ), claimed to not even have names or numbers for anyone at HQ! I had to find the info myself.

When I pressed a case manager via email for a meeting with executives, I received the reply below demonstrating their depth of concern:

"The executive team is not customer facing and that is the role of the case manager to speak on their behalf so unfortunately they will not be able to meet with you, but if you can send me info that can be addressed and documented to our Genesis management team who works directly with retailer management to provide better experience trainings."

Do you think you'd get Henry Ford on the phone? Lee Iacocca?