Bad Dealer Experience

edward301

Registered Member
120
7
18
Wish I could say good things about Equus service, but I can not.

We have two Hyundai dealers here, the Round Rock Hyundai is horrible,
do not return calls, can't answer questions, appointments hard to get,
the actual service work is good, but everything else is bad.

The second dealer South Point Hyundai is somewhat better, but
it takes weeks to take car in, rarely have loaners, takes a while
to call you back, but at least they do. Their Concierge is weak.

I am on my 3rd Equus, and this is my last, the car is good, but
the dealer experience stinks. I do not keep cars long, which is
why I have had 3.
 

gofast

Getting familiar with the group...
73
0
0
Temple, TX
I bought from RR Hyundai and service has been top notch for me. My service advisor Brandon, always returns calls within 15 to 20 minutes. I can not say one bad thing about them. I have a 2013 R-Spec Genesis sedan and am very happy with it, although I have been looking at the Equus and really like that car. Hope to have one some day.
 

westsiderkg

Registered Member
Mine stinks too. Only 2 around me. One will also never return my calls, EVER! I reported them to the Equus customer service a few times now since the lack of professionalism really disturbs me. Not sure why Hyundai will not take privileges away from such dealerships?

If it makes you feel any better the other dealership recently did come pickup my vehicle for service. I told the driver THREE times to be careful with my car since I just put custom wheels on it. Guess what, he curbed the wheels! Idiots. To the dealerships credit, they are attempting to correct the matter...going on 3 weeks now though w/o my car. First and last Equus for me. 99% to do with the service, or lack thereof. That's what sold me more than anything having owned Audi's and Mercedes before. Thought I would move into a new line based on the sales pitch on convenience of service. Thus far its been almost a total failure. I liken it to going to the dentist every time I have to call them. I should have known better though because how can a price driven company tailor to high end luxury customers. Oh well, a few more years in this car and I will move on. Word to the wise, buy local and really see how the dealership treats folks on the service side, as best you can of course, because all the online corporate marketing is not backed up. Good luck out there!
 

GODZUKIHOP

Getting familiar with the group...
37
0
6
Genesis Model Type
Genesis G90
Wish I could say good things about Equus service, but I can not.

We have two Hyundai dealers here, the Round Rock Hyundai is horrible,
do not return calls, can't answer questions, appointments hard to get,
the actual service work is good, but everything else is bad.

The second dealer South Point Hyundai is somewhat better, but
it takes weeks to take car in, rarely have loaners, takes a while
to call you back, but at least they do. Their Concierge is weak.

I am on my 3rd Equus, and this is my last, the car is good, but
the dealer experience stinks. I do not keep cars long, which is
why I have had 3.
Call them and let them know. Things probably will not change if it does not come from above them.

Hyundai Motor America
(800) 633-5151 FREE
English:Mon - Fri 5:00 am - 7:00 pm PST
Sat - Sun, 6:30 am -3:00 pm PST
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lacrossewacker

Registered Member
24
0
0
That's right, "the squeaky wheel gets the grease"

I'd just speak with the manager. You bought a luxury car, you should at least expect a premium level of service.
 

edward301

Registered Member
120
7
18
Call them and let them know. Things probably will not change if it does not come from above them.

Hyundai Motor America
(800) 633-5151 FREE
English:Mon - Fri 5:00 am - 7:00 pm PST
Sat - Sun, 6:30 am -3:00 pm PST
Interesting you say this, one time I did call and spoke with the
General Manager, he was attentive, and said he would have the
service manager call me. Never did hear back from anyone.

I did get a call from a salesman from Round Rock Hyundai asking
if I was interested in a new car, did not want to be rude, so I said
yes I am, but not from Round Rock Hyundai.

Took my daughter to Houston to get her a new Escalade, the Caddi
dealer was fantastic, on their lot they had a 2015 Equus Ultimate
with only 330 miles, Black/Black. He cut me a great deal on the Equus
since I was buying the Escalade, so I now have my 4th Equus.

The Equus really is a good car, just need to take the bargain basement
out of the dealer.
 

kn5owa

Sustaining Member
1,206
7
38
I did call and spoke with the
General Manager, he was attentive, and said he would have the
service manager call me. Never did hear back from anyone.
If you actually expect a call back from anybody about anything nowadays, you can expect a long wait.
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edward301

Registered Member
120
7
18
If you actually expect a call back from anybody about anything nowadays, you can expect a long wait.
You are correct about this, and I remember these things, and
spend my $$ with those that deserve it, that call back among
other things.
 

Gozar

Registered Member
63
7
8
Boise, ID
Genesis Model Type
Genesis G80 Sport
Just had my first service done at SouthPoint Hyndai here in Austin.
Went very well, they showed up on time with a 2016 3.8 Genesis Thu, got it back today with a full detail and free tank of gas. I am happy.
 

edward301

Registered Member
120
7
18
South Point never has more that one or two G90's in stock, and never with the V8. My Equus needed its first oil change,
so I called them to see if there was any bulletins, or recalls for the Equus, they did call me back, the Equus did not need
any work, so I took it to local oil change place since nothing else was needed.

I did not know the Equus takes 7.6 quarts of oil, must have a big oil pan.

I do give them credit for calling back, and answering my questions. Looks like they have gotten better.
 

SullyC

Registered Member
64
0
6
CT, USA
I have nothing good to say about Lea Hyundai of Albany, NY and Lea of Hartford to not much better. The problem with Hartford is that the General Manger promised to help, never did, and never called back. The real issue was Albany. I had a problem when about 6 trouble lights went on while traveling to a wedding. They took over 4 hours to tell me that they could not find the problem yet and reluctantly gave me a loaner, after my prodding and telling them that they owed me one. I continued to the wedding and when they told me my car was ready, they said I could come pick it up. It was about 2 hours away as I live south of Hartford. When I reminded them about the concierge service they reluctantly said they would take it to the Hartford dealership. They were over 4 hours late meeting me there and never call even though they had my cell number. Even the GM of Hartford could not believe they did that. He was to connect me with Lea management, as I wanted to complain. Nobody ever call. I then contacted Hyundai Customer Service. The should story is that Lea of Albany said that I should be grateful that they got me the car at all. I went ballistic and have stated talking with my regional manager for Hyundai. BTW, my dealer is Meriden Hyundai and their service manager is the best.
 

Aquineas

Been here awhile...
SUSTAINING MEMBER
2,918
66
48
Georgetown, TX
Genesis Model Type
2G Genesis Sedan (2015-2016)
I have nothing good to say about Lea Hyundai of Albany, NY and Lea of Hartford to not much better. The problem with Hartford is that the General Manger promised to help, never did, and never called back. The real issue was Albany. I had a problem when about 6 trouble lights went on while traveling to a wedding. They took over 4 hours to tell me that they could not find the problem yet and reluctantly gave me a loaner, after my prodding and telling them that they owed me one. I continued to the wedding and when they told me my car was ready, they said I could come pick it up. It was about 2 hours away as I live south of Hartford. When I reminded them about the concierge service they reluctantly said they would take it to the Hartford dealership. They were over 4 hours late meeting me there and never call even though they had my cell number. Even the GM of Hartford could not believe they did that. He was to connect me with Lea management, as I wanted to complain. Nobody ever call. I then contacted Hyundai Customer Service. The should story is that Lea of Albany said that I should be grateful that they got me the car at all. I went ballistic and have stated talking with my regional manager for Hyundai. BTW, my dealer is Meriden Hyundai and their service manager is the best.
And this type of dealer behavior is why Hyundai spun off the Genesis brand, and will be moving to stand-alone dealerships sooner than planned.
 

tuckerdog1

Been here awhile...
301
60
28
TEXAS
My experience with Round Rock Hyundai does not mirror the OP's. They have never failed to call back when a call back was necessary. The service department has always been excellent. My business with them goes back to 2010 when we bought a 2011 Sonata. They have only performed one service on the Genesis, but was very happy with it.

Tuckerdog1
 

Edward McIntosh

Hasn't posted much yet...
You should file a complaint with the Hyundai Customer Assurance Group in California and get all of this documented. And if they won't listen to you, send an email directly to their VP for Customer Satisfaction, Mr. Barry Rarzlaff - bratzlaff@hmausa.com. I'm battling Hyundai right now over their reneging on the commitment made to Equus owners that we would NEVER have to go back to the dealership again for service, that they would come pick up our vehicles and provide a comparable loaner. This is touted right up front in the sales brochures fro 2012 to 2016. If they expect the Equus (I've owned two Ultimates) and new the Genesis G90 to be a "flagship" vehicle, they better step up and act like it.
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