Poor quality of Hyundai dealerships

[Genny10]

The Genesis (and Equis) are fighting to break into the luxury market. I love my Genesis. But in my experience at four dealers, they are not up to standards of a luxury dealer. Here are my experiences compared to Lexus and Infinity, which I visited at length before my Gen purchase:

The luxury dealer showrooms are MUCH nicer. The Hyundai showrooms are poorly furnished and not classy like their competitors. Yes, I know they sell more Sonatas, Sante Fe's and other entry market cars. But if they want to play in the game, they need to step up.

The salesmen I dealt with at Hyundai are not good. They don't know their vehicles and use much more high pressure techniques than the luxury dealers I visited. And I've noticed much more turnover in the sales force at Hyundai.

The service waiting areas are really bad, in a couple of cases they were dirty with worn furniture.

The service techs don't come out to meet you. You have to go inside to get their attention, and I recently waited in line for a good while to even talk with a tech.

Hyundai service was "out" of loaners the two times I needed one.

So while I rate the quality of the Genesis very high, they are not anywhere near a luxury brand. I heard from one dealer that Genesis and Equis will break out into their own dealership within a year and no longer be branded as Hyundai, but will be called Genesis. I seriously doubt it because it came from a sales manager that I caught in other lies.

 

[msitter]

Unfortunately, if you want the boutique dealer experience, it will have to be factored into the price of the car. I, personally paid far less for my Genesis than I would have paid for a GS460, even though they possess similar properties and equipment. Had I paid the extra 20k I would certainly expect the salon experience but since I didn't, I don't. I have never been back to the dealer because my Genesis has exhibited exemplary reliability. My BMW on the other hand cost more and has the undying need for constant attention. The BMW dealer experience is great but far too often.

 

[BacktoHyundaibychoice]

Pass the Poupon?

 

[viguanna]

I would have to agree with you Genny10. I will say this though, The Hyundai brand has grown in quality, performace, luxury and reliability tremendously over the last 10 or so years. I think it will take some time for the dealers to start reaping the $$$ from higher sales on more expensive cars thus taking them longer to "upgrade" their dealerships.

I'm not sure where you live in TX but when I lived there, near Denton/Dallas area, I only went to Eckert Hyundai. They were and still are the best dealership I have ever been to and ALWAYS gave me a free rental even for oil changes. I heard they just built a new upper scale dealer on N I35 in Denton. Hope that helps or is maybe close to you?

 

[Cut-Throat]

My perfect dealer experience would be to pick up the car and not to return until trade in time.

When I'm at the dealer, I have a problem.

 

[Matt Z]

Burns Hyundai in Marlton, NJ completely crushes your theory on these Dealers. I bought my car from a Dealer in Kansas City (Ebay) No one at the time had a 2010 on the East Coast. Just for example I brought the car in at 3:30pm on a Friday for an oil change with my own synthetic Mobil 1. I was planning to wait! Apparently they were backed up and immediately asked me if I could leave it overnite. Since I was only a thousand miles away from 22,500 , we decided to do the service. They promptly call one of the lot boys and he pulls up with a 2011 3.8 with only 2 k miles on it. I return around 12 noon the following day and the car is ready. They topped off all of the fluids including the Gas tank as usual ( dropped it off with only 1/4 tank), the car wash hand washed and vacuumed. Total bill with 22,500 service $95.00. And when I first dropped it off got a chance to sit in both new models of the Equus in their brand new top shelf Showroom ! Can't say I agree that they are amatures!

 

[waveman]

There's obviously considerable variation between dealers: some have clean, modern facilities, others are dumps; some have highly knowledgeable sales and service people, others don't; some offer free loaners, some don't.

As msitter said, duplicating the boutique experience of Lexus, BMW, and other luxury brands would be expensive. But I'd at least like to see Hyundai set higher minimum standards for their dealers than they seem to have now.

I think that we're going to see that happen, especially for dealers that sell the Equus. For now, they've gotten around the problem by not even requiring Equus owners to set foot in the dealer for sales or service. But while that might work if sales remain at Hyundai's very low target, it's not a viable business model if the car catches on.

 

[moose66]

I have to agree with many of the comments said in this thread. I have been to the dealership multiple times since I have purchased my car and have noticed the huge difference from Lexus and even Infiniti. And the difference isn't a positive difference! I admit, I like the amenities you get at Lexus, but I LOVE the price (value) of the Genesis. With a new car, I don't expect to be at the dealership long or ofter. But when there, I do expect to be greeted with a knowledgeable and friendly service advisor, a clean waiting area, and a clean car upon return. Something you don't get at all Hyundai dealerships. I keep hearing Hyundai is working on freshening up things. I have yet to see this a my particular dealership. Unless you count a fresh coat of paint and a new coffee pot. That doesn't quite do it for me. The Equus takes Hyundai to an entire new level. Although it appears Equus owners will be shielded from the dealership/repair shop experience, maybe corporate Hyundai will realize that trying to hang with the upscale "Big Boys" will take an all around effort. Which includes completely satisfying the bread a butter customers, us Genesis, Sonata, Veracruz, etc. owners.

In the meantime, I will keep driving my Genesis, and suck it up whenever I go to the dealership!

 

[robthoke]

When I owned my Audi A6's, the biggest knock on them was the dealership service experience. It was felt by most that they were not up to par with the other marques for the price point. I've noticed that Mercedes, BMW, Audi and Lexus usually has waiting times for service appointments. And when you get there they are full of owners having their vehicles serviced. When I pay that much for a vehicle I expect it to be reliable and not spending half of it's life at the dealership. My Genesis has been troublefree and when I do need service, I can usually get in the same day. I get a loaner and a clean vehicle when I pick mine back up. I will agree about the sales turn over and these days usually the customer knows more about the product than the sales person. That is just wrong, but that's life.

 

[dg_moore]

I'm with the crowd who wants to spend as little time as possible at the dealership - having competent staff is essential, and being treated decently is important, but the rest - glitzy (and expensive) showroom, etc. - are not worth the increased car prices necessary to provide them. If you're willing to pay extra for your car so you can get free lattes and marble floors, go for it!

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[OldSpice]

I'm with the crowd who wants to spend as little time as possible at the dealership - having competent staff is essential, and being treated decently is important, but the rest - glitzy (and expensive) showroom, etc. - are not worth the increased car prices necessary to provide them. If you're willing to pay extra for your car so you can get free lattes and marble floors, go for it!

If you're paying more for the car are the lattes really free?

http://www.genesisowners.com/hyundai-genesis-forum/showthread.php?t=6623

 

[Ruissimo]

I agree with the OP's assessment of the dealership experience, at least for the dealer in my town.

I will say this, however... when and if I'm ready to purchase (waiting on the 2012 details to be finalized), I'll simply print out my Hyundai Circle price page, walk in and haggle over my trade in FIRST, then slap that paper on the desk - I don't need fancy coffees, moist towelettes or what have you.

 

[Sayantsi]

I generally agree with the OP as well - in Hyundai's drive to become a real competitor it has made some outstanding product but seems to have overlooked the dealership/service department and customer service. Having a bad local Hyundai dealership means no sale or repeat buyer imo, especially when people are used to being treated well from their old Lexus or MB service department. In my case buying the car was easy and the sales department was fine, but the service department is absolute trash, and I won't buy another Hyundai since I'd have to deal with it.

 

[dg_moore]

One advantage of living in a major metro area is that there typically are multiple dealers to choose from, and they have to compete with one another for business. Luckily for me, my most convenient dealer is about 10 minutes from my home and from my office, and it's a good one. But if it weren't I still have a choice of 5 other dealers within 30 minutes or less. If you're in a sparsely served area obviously you're stuck with what's available, though.

 

[sandy]

I agree Hyundai dealers, in general, are not on par with the "luxury" brands. But at this stage of the brand's development and price points, I never expected them to be. Not saying it wouldn't be nice if they were, but realistically it will not happen for a while. One of the marketing elements least controllable by Hyundai is the dealer network... as it is for all car makers that sell via independent franchised dealers. If we assume Hyundai Mgt, knows almost as much about marketing cars as most of us do, they are aware of the dealer situation and are most likely developing programs to improve it. I think it will be the hardest task they face.

 

[cschuler]

When Gennys cost as much as the popular luxury brands, the waiting rooms will be stocked with goodies and plush seats and other amenities.

In the meantime, I'll settle for a clean waiting room and competent and courteous staff.

 

[ImInPA]

I think the point that is being missed here is not necessarily about lattes in the service area. In my area, the Hyundai dealership is in a fairly nice facility. It is the fact that they do not seem to feel the need to keep toilet paper in the restrooms, or any type of air fresheners. The sleazy demeanor of the sales staff. The bullishness of the management. The lack of knowledge of not only their cars but of cars in general. It does not take lattes and marble floors or anything that would raise the price of the vehicle to make folks feel good about being there. Common Courtesy, making the customer feel like you know your product, fair treatment...not going to touch the bottm line on the car. It is just missing from a surprising number of Hyundai dealerships. I agree with the poster that stated that Hyundai needs to establish a floor/minimum of what an acceptable dealership experience must be. For me, it is not about a free latte or marble floors. It is all about simply being treated with common courtesies, and being made to feel like my business is important to them. No magic here. Nothing at all that would impact the price of the car. McDonald's does not allow their customers to be treated like crap simply because "if they wanted to be treated well they could have gone to a nicer restaurant."

 

[Gurkha]

I think the point that is being missed here is not necessarily about lattes in the service area. In my area, the Hyundai dealership is in a fairly nice facility. The lack of knowledge of not only their cars but of cars in general. It does not take lattes and marble floors or anything that would raise the price of the vehicle to make folks feel good about being there. Common Courtesy, making the customer feel like you know your product, fair treatment...not going to touch the bottm line on the car. It is just missing from a surprising number of Hyundai dealerships. I agree with the poster that stated that Hyundai needs to establish a floor/minimum of what an acceptable dealership experience must be. For me, it is not about a free latte or marble floors. It is all about simply being treated with common courtesies, and being made to feel like my business is important to them. No magic here. Nothing at all that would impact the price of the car.

+1. This is exactly how I feel as well.

 

[BacktoHyundaibychoice]

Well, I'm obviously in the minority here. I don't mind knowing more than the sales staff, I don't mind the crummy waiting room, and i certainly don't need my ass kissed.
I know the car, I know the fair price, and I know where the next dealer is located. If that doesn't eliminate 90% of the "bad dealership" experience, I blame myself for not doing enough homework in the first place.
It's funny how snobbism works: I wouldn't be caught dead in a Walmart to save a couple bucks. But shopping with lowly Elantra buyers? Couldnt care less.
Whatever. Hyundai sold around 30,000 Gens last year without our expertise or isolated brand. When people are ready to move up from the new Sonata, expect more sales. When we get to the point of laughing at BMW 5 series drivers at their $$ wasted I guess we'll have formed a new reverse snob appeal! Hee.

Sorry for ranting, Sandy actually said it perfectly as usual.

 

[Genny10]

I think the point that is being missed here is not necessarily about lattes in the service area. In my area, the Hyundai dealership is in a fairly nice facility. It is the fact that they do not seem to feel the need to keep toilet paper in the restrooms, or any type of air fresheners. The sleazy demeanor of the sales staff. The bullishness of the management. The lack of knowledge of not only their cars but of cars in general. It does not take lattes and marble floors or anything that would raise the price of the vehicle to make folks feel good about being there. Common Courtesy, making the customer feel like you know your product, fair treatment...not going to touch the bottm line on the car. It is just missing from a surprising number of Hyundai dealerships. I agree with the poster that stated that Hyundai needs to establish a floor/minimum of what an acceptable dealership experience must be. For me, it is not about a free latte or marble floors. It is all about simply being treated with common courtesies, and being made to feel like my business is important to them. No magic here. Nothing at all that would impact the price of the car. McDonald's does not allow their customers to be treated like crap simply because "if they wanted to be treated well they could have gone to a nicer restaurant."

That's a better post than my original. I knew when I posted the thread that I'd get several "you're a snob" type of responses. Again, I love my Genesis - especially the value part. But the point is that if Hyundai wants to play like they are in the luxury market (read the marketing brochures - that's what Gen and Equis are claiming) then they have to upgrade their dealerships. I'm in the Dallas area and I've been to four dealers and all were sub-par. Worst was Van Hyundai - what a dump - and their sales force is slimy. Freeman has a good new car sales dept. but their service waiting area is not nice at all.

Finally - yes I agree that the best situation would be to not be in the dealer at all. But since they gave me five free oil changes, I spend time in the waiting rooms. And the Genny has been in the shop twice in the 6 months I've owned it for the two most common problems - steering wheel return and cold start (both have TSB's). So those visits combined with the shopping around before purchase and I've spent many hours in Dallas-area dealerships. And they don't hold a candle to Park Place Lexus or Sewell Infiniti - not just in facilities, but in the way the staffs treat you. And that's who Hyundai is targeting with the Genesis and Equis.

It's fairly obvious that Hyundai recognizes they have a problem when their flagship luxury car comes with the promise that you'll never have to set foot in a Hyundai dealership.