First oil change service - Horrible

[williamssmith17]

Hello all,

Took my 2015 Genesis into the dealer I got my car from for its first oil change and got the rear tail light recall done. Everything went fine (at first), car was finished by the time I got off work, picked it up and drove right off. After driving away from the dealership I thought to myself lets take a look at my tire pressure to see what they set them at. The levels were the exact same as they were before I dropped my car off. I immediately got concerned, I looked at the paperwork for the multi point inspection they supposibly did and everything was checked off and hand written that they filled all tires to 33 PSI.

I called the dealer up right away and told them I am concerned now if this multi point inspection was even done to my car. I went back and they took me into the shop and started doing everything in front of me to show me. The coolant was not topped off, the other fluids were not topped off, the tires were not touched at all.

The two people that helped me were extremely helpful and apologized that I had to come back to have done what should of been done earlier in the day. This was my first experience with my Genesis at a Hyundai dealership and I have to say it was the worst. How do I know they even did anything to my car while it was their? The mechanic agreed with me that whoever worked on my car did not complete these items. I never expected this from the dealership.

Do you think I should reach out to Hyundai HQ about this? I told them the reason I am so concered is that I am going on a road trip this weekend which is why I made an appointment for today to make sure my car is in top shape for my trip. If I didn't notice any of this, you never know what could of happened.

 

[canuckv8u]

I'd file a complaint with Hyundai. Can you share which dealer or location this was?

 

[Mark_888]

Dealers are independent businesses (not owned by Hyundai), and I doubt that Hyundai Motor America (HMA) will or can do anything. If a dealer botched a warranty repair (paid for by HMA) that is one thing, but everything else is a business transaction between the dealer and the customer.

Checking your own tire pressure and radiator fluid (via the overflow reservoir) is easy to do, and more accurate anyway since both need to be done after the car has sat idle for several hours and cooled down (which is not going to happen at a dealer). I bought a gallon of radiator fluid from the Hyundai parts department and have added a little (mixed with distilled water) on my own a couple of times in the last few years.

 

[canuckv8u]

Agreed. They may not do anything about it (seems resolved anyways) but at least there will be a logged complaint with HMA in case anything happens warranty wise in the future.

 

[Genentec]

so is it only hyundai that has their dealers as independent entities ? that is alwayd their cop out answer whenever there is an issue.

 

[Mark_888]

so is it only hyundai that has their dealers as independent entities ? that is alwayd their cop out answer whenever there is an issue.

Yes. That is one reason the Genesis is much less expensive than comparable cars.

 

[Billw8]

On my first oil change they took the liberty to add the new Michelin tires. I made them take it off. I have three years to get the new tires and want to keep my Hankook tires a bit longer.

I think they shouldn't do things to the car without discussing it with you first. I was told that whenever the car is in the shop they are required to do items on the recall list.

 

[Mark_888]

On my first oil change they took the liberty to add the new Michelin tires. I made them take it off. I have three years to get the new tires and want to keep my Hankook tires a bit longer.

I think they shouldn't do things to the car without discussing it with you first. I was told that whenever the car is in the shop they are required to do items on the recall list.

There is some truth to the claim that they are required to do "certain" TSB's when a car is in the shop for any reason. I have seen the documentation on that, such as the TSB to replace the DOT-3 brake fluid with DOT-4 fluid on the early Genesis models. But not sure about whether the Hankook tire replacement falls into that category.

 

[shortspark]

A few weeks ago I went to a local dealer to test drive a Genesis. The person I made an appointment with (internet manager) was not there yet as I was about ten minutes early. Another salesman said they did not know when he would show up and would give me the test drive instead. I told him I would wait for the internet manager but he said he does internet sales too. I said fine and I wanted to drive a Genesis v6. I waited ten or fifteen minutes in 100 degree weather out on the lot and he finally came back saying he could not find the keys to the car I wanted to test. How is that possible? Then, another ten minute delay to find another set of keys. Something was going on in there and I have a feeling it had to do with the internet manager who probably finally showed up but was now squeezed out of the picture. Nevertheless, I was left waiting in the heat.

While waiting I noticed all the Genesis cars had rough surfaces telling me they were out there a long time. I started checking inspection stickers and some were put in service and sitting on the lot since 2014 and the paint was in dreadful condition on virtually every vehicle. This despite the fact they had dealer "options" on all of them amounting to over $3000, including a paint "coating" which was never disclosed on the website. That was somewhat unusual in itself and seeing a little sticker on the window showing a $3000 plus increase in price over what you thought the car cost was not a pleasant surprise. The expensive coating would be ruined anyway using the abrasive polish necessary to remove the contamination. Incidentally, the salesman had no idea what kind of coating was used or the manufacturer. He said every Genesis gets the $3000 "package" as a matter of course.

The test drive began and the car shook terribly. The salesman said it would smooth out as the tires got warm but of course it did not because it was mechanical in nature such as balance or alignment rather than tire flat spot. Because the car had over 300 miles on it, someone should have noticed this before as it was impossible to determine the car's road ride and handling characteristics.

So on and so forth it went and it was the worst experience I ever had at a test drive. All this salesman wanted was the sale and was not even interested in pointing out anything exceptional about the car. When I asked for his card he said he did not have any and wrote down his name and number on a piece of paper. The dealership looked lower class in general with sleazy looking salesmen standing around that were all young and most were unkept. They were not studying manuals, tech documents, brochures, etc., to become familiar with their products, they were really doing nothing but standing around waiting for the next customer. No doubt half would be gone somewhere else by the end of the week.

Maybe I am spoiled by the treatment I receive at my Mercedes dealer where the surroundings are plush and everyone is on a first name basis because they are long term sales reps and mechanics. They come out to my home to pick up my car whenever it needs service (a 40 mile one way trip) and leave a nice loaner, usually a late model C or even E class. When the job is done they return my car all washed nice and clean. This is part of what I pay the big bucks up front for when I make my purchase and it is what I expect as part of the luxury car buying experience. I don't use the dealer much (thank God!) but when I do I have certain expectations and I know those would never be met by Hyundai, at least not by this particular Hyundai dealer. It has been at least three years since I have been in a dealership other than Mercedes, and although I realize you really can't compare the two, I can say without a doubt that I would never consider buying a car from that Hyundai dealer.

The biggest mistake they have made is trying to sell quality products, such as the Genesis and Equus, under the Hyundai badge at Hyundai dealerships. If they truly want to get into the luxury market, or even the near luxury market, they need to have separate brands and dealerships (or at least dedicated sections at dealerships) such as has been successfully done with Lexus, Acura and Infiniti spin-offs. This is especially true when dealing with cars that sell in the $50,000 to $100,000 bracket. Until Hyundai considers the luxury customer separately and caters to those specific needs and expectations (which seldom includes price but always places a premium on customer service and accommodations), the overall Hyundai experience will be considered second rate no matter how good their vehicles may be. Gosh, this was a much longer rant than I expected - sorry for that.

 

[xsolara]

so is it only hyundai that has their dealers as independent entities ? that is alwayd their cop out answer whenever there is an issue.

All car manufacturers dealers are independent.... but they are rewarded extra bonus cash if they get good ratings..... so letting Corp. office of poor service is one way of improving service.
I have received a survey from Hyundai Corp. asking about what I thought of the service from my local dealer after I had some work done.

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[ksoze]

The biggest mistake they have made is trying to sell quality products, such as the Genesis and Equus, under the Hyundai badge at Hyundai dealerships. If they truly want to get into the luxury market, or even the near luxury market, they need to have separate brands and dealerships (or at least dedicated sections at dealerships) such as has been successfully done with Lexus, Acura and Infiniti spin-offs.

There is a price for everything and no free lunch. The advantage to the Genesis line sold under the same tent as the rest of Hyundai's line is a lower price to the consumer. The actual quality at the dealership will vary widely, as it does with any manufacturer. Luckily, for many there are numerous Hyundai dealers to chose from in larger metropolitan areas. If you need a loaner car delivered to you and only want to mingle with buyers in your same situation, Hyundai may not be for you. The price for a "first class" buying section is high and no guarantee of better service or experience all the time.

 

[kn5owa]

Hello all,

Took my 2015 Genesis into the dealer I immediately got concerned, I looked at the paperwork for the multi point inspection they supposibly did and everything was checked off and hand written that they filled all tires to 33 PSI.

Did the dealer, perchance, add insult to injury by charging for this "multi-point inspection?

I never let a dealer do anything of this sort to my cars - I am not concerned about what they don't do, but what they do to screw things up.

 

[kn5owa]

The coolant was not topped off, the other fluids were not topped off, the tires were not touched at all.

This is known in the trade as a "Sunshine Special".

 

[UmALum1990]

Hello all,

Took my 2015 Genesis into the dealer I got my car from for its first oil change and got the rear tail light recall done. Everything went fine (at first), car was finished by the time I got off work, picked it up and drove right off. After driving away from the dealership I thought to myself lets take a look at my tire pressure to see what they set them at. The levels were the exact same as they were before I dropped my car off. I immediately got concerned, I looked at the paperwork for the multi point inspection they supposibly did and everything was checked off and hand written that they filled all tires to 33 PSI.

I called the dealer up right away and told them I am concerned now if this multi point inspection was even done to my car. I went back and they took me into the shop and started doing everything in front of me to show me. The coolant was not topped off, the other fluids were not topped off, the tires were not touched at all.

The two people that helped me were extremely helpful and apologized that I had to come back to have done what should of been done earlier in the day. This was my first experience with my Genesis at a Hyundai dealership and I have to say it was the worst. How do I know they even did anything to my car while it was their? The mechanic agreed with me that whoever worked on my car did not complete these items. I never expected this from the dealership.

Do you think I should reach out to Hyundai HQ about this? I told them the reason I am so concered is that I am going on a road trip this weekend which is why I made an appointment for today to make sure my car is in top shape for my trip. If I didn't notice any of this, you never know what could of happened.

Hell yes, you need to notify Hyundai. Your experience should NEVER happen, regardless of the type of car you are driving... the end result can be a serious problem to either the car of your own safety due to their neglect.

Aside from the oil being changed, I do not let them change wipers, air filters, .. any consumable item that I can change myself. Not only because I can buy those part cheaper, but who knows if they are showing me a "stock" dirty air filter just to make another $50.00 bucks.

 

[Genentec]

just about every hyundai dealership i have been to have been have been pretty ghetto.

they probably could catch a 5 to 10 pct premium just by revamping their staff.

if it weren't for their good looking 2015 genesis sedan cars , i definitely wouldn't bother.

 

[DFWGenny]

Hello all,

Took my 2015 Genesis into the dealer I got my car from for its first oil change and got the rear tail light recall done. Everything went fine (at first), car was finished by the time I got off work, picked it up and drove right off. After driving away from the dealership I thought to myself lets take a look at my tire pressure to see what they set them at. The levels were the exact same as they were before I dropped my car off. I immediately got concerned, I looked at the paperwork for the multi point inspection they supposibly did and everything was checked off and hand written that they filled all tires to 33 PSI.

I called the dealer up right away and told them I am concerned now if this multi point inspection was even done to my car. I went back and they took me into the shop and started doing everything in front of me to show me. The coolant was not topped off, the other fluids were not topped off, the tires were not touched at all.

The two people that helped me were extremely helpful and apologized that I had to come back to have done what should of been done earlier in the day. This was my first experience with my Genesis at a Hyundai dealership and I have to say it was the worst. How do I know they even did anything to my car while it was their? The mechanic agreed with me that whoever worked on my car did not complete these items. I never expected this from the dealership.

If it were me, I would have them inspect the oil filter in my presence to give me an assurance that the oil actually had been changed.

 

[jimb100]

just about every hyundai dealership i have been to have been have been pretty ghetto.

they probably could catch a 5 to 10 pct premium just by revamping their staff.

if it weren't for their good looking 2015 genesis sedan cars , i definitely wouldn't bother.

Hyundai makes a number of reliable and attractive cars that they sell at rock bottom pricing. Most of their lines compare favorably with Honda, Toyota, Ford and Chevy for a lot less money.

Buying from Hyundai means putting up with the less than fancy store and oftentimes young and inexperienced sales help.

If you don't like the experience you should shop somewhere else. For me, its worth it to put up with their service shortcomings to save thousands.

 

[Alwaysforward]

I recieve excellent service at Wallace Hyundai in Stuart Florida. I believe not all dealers are crooks although I have had my share of them in the past. We were long time Honda purchasers from the same dealer for years for that reason. They had an excellent service department. A few years back (before we bought my wife's 2012 Honda Civic), the management throughout changed. I made the mistake of picking up the free oil an tire rotations package.

Now every time the car goes in I get a phone call that her car needs something other that what we took it in for. The first time they said she needed a new air filter. Car had less than 8000 miles on it. I said no, just change the oil an rotate the tires. We get the car home and I pulled out the air filter and it was clean as new. This continues every trip in. Last week when it went in again, they call and tell me it needs tires. When I said no, then they said it needed a new cabin filter. At this point I blew up and said just do what I asked you to do. When I get the car home I measured the thread and I have at least another 10,000 miles left. I pulled the cabin filter and yes, it was a little dusty but a shop vac cleaned it up enough until I can pick one up for her.

My wife doesnt work. She watches our grandkids and drops one of them off at school which is a 1/2 mile down the road. We bought this car new at the end of 2011. It only has 18,000 miles on it. Again, if it weren't for the oil changes and tire rotations I paid for upfront, we would never go back to this dealer. Point is if you don't like your dealer, try the next closest one (hopefully you have that option).

 

[shortspark]

As Alwaysforward has pointed out, not all dealerships are crooks and if you have a bad experience with one, simply go to another. But that is not an option I have. If I buy a Genesis I am stuck with two dealers, both are 40 miles away. I have written off the dealer I mentioned in my previous post because of the poor test drive experience I had so that leaves only the one. There is also only one Mercedes dealer near me (the next closest is 140 miles away) and fortunately their mechanics are very good and I have had nothing but good experiences. This is one reason I have a tendency to go back to Mercedes.

Besides Genesis, I would like to look at the new Jag XF, Lexus GS, Audi A6 and Lincoln MZ (Black Label edition because of the upscale interior) but there are no dealerships for these vehicles anywhere near where I live. It looks like when I move from my current Benz I will probably end up with an E class simply because of the dealership experience and its proximity to me.

 

[Mark_888]

Besides Genesis, I would like to look at the new Jag XF, Lexus GS, Audi A6 and Lincoln MZ (Black Label edition because of the upscale interior)...

If you get the Black Label edition, and are pulled over by the police, can you be ticketed for having an open container in your car?