Genesis Service Department quality and experiences

[Glashub]

I am a long time Acura TL owner. I am seriously considering buying a 4.6. One of the reasons I'm such a big fan of Acura is that the Acura service departments really take care of their customers. I have had my cars serviced at several dealerships and it doesn't matter if I'm in California or Oregon, I'm given a loaner for even something like an oil change. As a result I'm spoiled.

How would you rank/rate your service department experiences at Hyundai? Top notch because you own thier current flagship or are you treated just like an Elantra owner?

I would appreciate your feedback. Thanks.

 

[jong2be]

I'm not sure about Acura, but I can say Hyundai is better than Toyota Service.

when I went Hyundai's service department, they loan car (2011 Hyundai Sonata, just 200 miles on it) for 2 days.

I talked to Service Manager, he said, Genesis is their flagship (Actually, now their flagship is Equus) so they should do their best!!!

 

[moose66]

Tough question to answer. I think those who answer will have varying opinions. My experience has been so-so. I think the Service Mgr. goes out of his way to do what he can, but the Service Advisors, the one's greeting you and writing your ticket when you arrive, could care less. They don't car whether you are driving a Genesis or an Elantra! And a loaner car? Forget it. Although I have not had my car in for any major service, I also own a Lexus and an oil change there warrants a loaner. Not with Hyundai. You get a dank waiting area, and free coffee, if you drink coffee of course. Oh wait, they now have complimentary internet, with blocked sites. And I am not talking about smutty sites. I am talking sites you would normally think should be available.

So in a short sentence or two, if you are thinking of buying based on the service experience, you better shop around to determine your best options. Having more than one Hyundai dealership close by may help. I have a couple of Hyundai dealers in my area. One also sell Lexus vehicles, although not at the same facility. I have yet to try them. One of these days I will. Just to see if the experience is any different. Good luck!

 

[dg_moore]

Seems like Hyundai service departments are all over the map. My dealer - Ourisman in Laurel, MD, is excellent. I can always get a loaner, or a ride to/from work, for any service appointment. The service advisers are well trained, friendly and competent. The techs are also well trained and conversant with all TSBs and service items. The dealership does not have marble floors, granite countertops or free lattes, but they also do not sell grossly overpriced cars or charge $600 for routine service visits. However, there are others here who are not so happy with their dealers. Some probably have legitimate gripes, others may have unreasonable expectations, and still others may just be missing the lattes.

I'd suggest finding a couple of service customers and see what they have to say.

 

[Glashub]

You guys are helping me. In LA where I'm moving to there are only 3 Hyundai dealerships. I don't understand that; as there are that many here in Portland, OR, a much smaller city. Yes, dealer service is important to me. Never drink lattes but do want to know that if I have important business that day, I can get up and go, rather than wait 2 hours. And no, Acura dealers don't gouge. Fair rates. MB, etc? I don't know...never owned one. Then again maybe with the money saved with this car, I could rent a car for the day and still come out ahead.

 

[ctrcbob]

Seems like Hyundai service departments are all over the map. My dealer - Ourisman in Laurel, MD, is excellent. I can always get a loaner, or a ride to/from work, for any service appointment. The service advisers are well trained, friendly and competent. The techs are also well trained and conversant with all TSBs and service items. The dealership does not have marble floors, granite countertops or free lattes, but they also do not sell grossly overpriced cars or charge $600 for routine service visits. However, there are others here who are not so happy with their dealers. Some probably have legitimate gripes, others may have unreasonable expectations, and still others may just be missing the lattes.

I'd suggest finding a couple of service customers and see what they have to say.

My Selling Dealer, Orlando Hyundai, also does not have marble floors, granite countertops or free lattes. Also do not have those expensive large leather chairs. HOWEVER the four Service Writers all greet me by name, one even brought me back a souviner when he returned from vacation. The one Genesis trained technician knows what he is doing. (Example, when he did the P06 update, he got it done is less than 4 hours vice the day or two other dealers took that I read about on this site). They will also give me a loaner, even if car is only there for a few hours.

The dealer that did an AirBag TSB, Chapman Hyundai on Bell Road, Phoenix, did the update quick and both the Tech and the Service Writer seemed to know what they were talking about. In addition, although the TSB only took about ten minutes, they cleaned my car FREE, inside and out. Took longer to clean the car than it took to do the TSB.

My closest dealer, Jenkins Hyundai in Leesburg FL has a policy that I can't talk with the technician, can't go in the service area, can't peek into the service area, and will not give me a loaner unless my car has to stay there overnight. I gave them a chance when I wanted the P06 update done, but the Service Manager informed me about their policy, so looks like I don't go there for any service. (Their Parts guy is great though, and gives me a price break on various accessories).

Although I never had my Genesis serviced in Roswell NM, I have visited them, and Roswell Hyundai has their Service and Parts Departments located within Roswell Toyota. Strange. Also can't go into Service Department, but "you can look through the glass window into the Service Department" and if you are lucky, you may see your car close enough to see what they are doing.
Don't know what their policy is on loaners.

Fucillo Hyundai in Greece NY (Rochester) also has a viewing area where you can look though the window to see what is going on with your car, but again, you can't go into the Service area. Again, don't know what their policy is on loaners.

 

[Glashub]

My Selling Dealer, Orlando Hyundai, also does not have marble floors, granite countertops or free lattes. Also do not have those expensive large leather chairs. HOWEVER the four Service Writers all greet me by name, one even brought me back a souviner when he returned from vacation. The one Genesis trained technician knows what he is doing. (Example, when he did the P06 update, he got it done is less than 4 hours vice the day or two other dealers took that I read about on this site). They will also give me a loaner, even if car is only there for a few hours.

The dealer that did an AirBag TSB, Chapman Hyundai on Bell Road, Phoenix, did the update quick and both the Tech and the Service Writer seemed to know what they were talking about. In addition, although the TSB only took about ten minutes, they cleaned my car FREE, inside and out. Took longer to clean the car than it took to do the TSB.

My closest dealer, Jenkins Hyundai in Leesburg FL has a policy that I can't talk with the technician, can't go in the service area, can't peek into the service area, and will not give me a loaner unless my car has to stay there overnight. I gave them a chance when I wanted the P06 update done, but the Service Manager informed me about their policy, so looks like I don't go there for any service. (Their Parts guy is great though, and gives me a price break on various accessories).

Although I never had my Genesis serviced in Roswell NM, I have visited them, and Roswell Hyundai has their Service and Parts Departments located within Roswell Toyota. Strange. Also can't go into Service Department, but "you can look through the glass window into the Service Department" and if you are lucky, you may see your car close enough to see what they are doing.
Don't know what their policy is on loaners.

Fucillo Hyundai in Greece NY (Rochester) also has a viewing area where you can look though the window to see what is going on with your car, but again, you can't go into the Service area. Again, don't know what their policy is on loaners.

Man you get around. Why don't you hop over to LA and let me know how that goes.

 

[Sayantsi]

All service departments are different, but in general you'll be getting Honda service, not Acura service, for example. There is no luxury service like with the formal luxury marquees: Lexus, Infiniti, Acura, et al.

 

[Matt Z]

Burns Hyundai in Marlton/Cherry Hill NJ are top shelf!!! I purchased my vehicle on Ebay from a dealer in Kansas City yet they treat me like gold.... Every service visit yields a Genesis loaner if necessary, hand wash, and a fluid top off including fuel at no charge!

 

[GenesisSedan]

it varies by the dealership

but i got a 2011 Genesis Sedan 3.8 w/Tech for 3 weeks or 1900miles

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[Snake33]

Your experience will probably vary from dealer to dealer. Hall Hyundai in VA does not have an establish policy when dealing with the Genesis besides a free car wash with each visit. I've talked with the general manager, after my negative feedback, about why the comments. I stated that since this is the marqee nameplate for Hyundai, the service should also reflect the preminum advantage for the customer.

 

[Glashub]

Your experience will probably vary from dealer to dealer. Hall Hyundai in VA does not have an establish policy when dealing with the Genesis besides a free car wash with each visit. I've talked with the general manager, after my negative feedback, about why the comments. I stated that since this is the marqee nameplate for Hyundai, the service should also reflect the preminum advantage for the customer.

That's what I was thinking. I guess it was too much to set it up as a separate division.

 

[wallymn]

I am a long time Acura TL owner. I am seriously considering buying a 4.6. One of the reasons I'm such a big fan of Acura is that the Acura service departments really take care of their customers. I have had my cars serviced at several dealerships and it doesn't matter if I'm in California or Oregon, I'm given a loaner for even something like an oil change. As a result I'm spoiled.

How would you rank/rate your service department experiences at Hyundai? Top notch because you own thier current flagship or are you treated just like an Elantra owner?

I would appreciate your feedback. Thanks.

My dealer for service (closest Hyundai) is not where I purchased but the dealer is straight forward. They have a dedicated Genesis service rep to handle incoming requests. For oil changes, I wait, (15-20 minutes) for other service they drive me to work and pick me up when the car is ready.

Waiting area has free internet, bottled water, branded coffee (i don't drink coffee but appears popular), dedicated waiting areas for the following
general waiting (tv on etc), waiting area with children (toys in this area), waiting area for business.(includes free printer services etc)
I like this as the children could be loud, I have taken more than one business call while waiting..

If the dealer needs the car for more than a day , a loaner is offered but I have never left my car over night, only 50k miles so no real issues yet.

 

[Cut-Throat]

My dealer for service (closest Hyundai) is not where I purchased but the dealer is straight forward.

What dealer is this?

 

[wallymn]

What dealer is this?

service dealer is Adamson's in Rochester...

To be fair I will likely start using my selling dealer as I am now closer to that dealer...

 

[MichaelOne]

I am a long time Acura TL owner. I am seriously considering buying a 4.6. One of the reasons I'm such a big fan of Acura is that the Acura service departments really take care of their customers. I have had my cars serviced at several dealerships and it doesn't matter if I'm in California or Oregon, I'm given a loaner for even something like an oil change. As a result I'm spoiled.

How would you rank/rate your service department experiences at Hyundai? Top notch because you own thier current flagship or are you treated just like an Elantra owner?

I would appreciate your feedback. Thanks.

The first time, pretty good. I was given a brand new Sonata off the lot.

This most recent visit, not only was I treated like an Elantra owner... that's what I got for a loaner. Or rather, rental (no charge to me, at least). I had to wait 20 minutes or so for the guy from Enterprise, and when my Genesis was ready later in the day, I first had to return the rental to Enterprise, several miles down the road. Thus, I had to leave work a half hour earlier than I would have if I was going straight to Hyundai. To top it off, the Elantra they gave me had a nearly empty tank and I had to gas up before returning it.

All in all, not very professional treatment.

 

[ctrcbob]

Man you get around. Why don't you hop over to LA and let me know how that goes.

Funny you should say that. Come December 26th, we are leaving first for Roswell, then to Phoenix, then to Southern California (LA only if I have time, but first a few days in San Diego), then back to Roswell before returning to Central Florida in late January.

BTW. Need information on I-40. When I return to Roswell, I will be taking I-40 to Flagstaff, then through Albuquerque, jumping off at the Clines Corners, I-40 & US-285). What I want to know is does it get SNOW in the California section of I-40? I know it does in the AZ and NM sections but don't know about the CA sections.

 

[Glashub]

Are you talking about going through Barstow? Probably not. Long time SoCal resident and I don't remember snow there.

 

[kras6000]

Terrible Car / Forgettable experience

After almost decades of owning premium / luxury cars, I made the regrettable decision to buy a Hyundai. All my friends and family were skeptical. I have spent the past several months working with dealers and HMA Consumer Affairs to address the problems. Every time they tell me they DO NOT see the problems. Is anyone else having these problems? The whole experience has been extremely disappointing.

1. Rattling / grinding sound: This is mostly when driving at lower gears (0-40mph). The rattling becomes faint when the car is in cruise mode.

2. Jerky transmission: the car jumps a gear very often while accelerating and decelerating

3. Squeaking / cranking sound from the rear seat when driving over a rough / bumpy road. Sometimes the noise is so loud, I am worried something may fall off.

4. Loud rumbling noise when starting the car first thing in the morning

5. Vibrations while driving, this got progressively worse and I noticed the passenger seat shaking back and forth.

6. The horizontal defog elements on rear wind screen give a hazy view at night

7. Tires are wearing off and tread is low at only 30k miles.

8. The cabin lights flicker when switched ON or the door is opened.

 

[wallymn]

Re: Terrible Car / Forgettable experience

After almost decades of owning premium / luxury cars, I made the regrettable decision to buy a Hyundai. All my friends and family were skeptical. I have spent the past several months working with dealers and HMA Consumer Affairs to address the problems. Every time they tell me they DO NOT see the problems. Is anyone else having these problems? The whole experience has been extremely disappointing.

1. Rattling / grinding sound: This is mostly when driving at lower gears (0-40mph). The rattling becomes faint when the car is in cruise mode.

2. Jerky transmission: the car jumps a gear very often while accelerating and decelerating

3. Squeaking / cranking sound from the rear seat when driving over a rough / bumpy road. Sometimes the noise is so loud, I am worried something may fall off.

4. Loud rumbling noise when starting the car first thing in the morning

5. Vibrations while driving, this got progressively worse and I noticed the passenger seat shaking back and forth.

6. The horizontal defog elements on rear wind screen give a hazy view at night

7. Tires are wearing off and tread is low at only 30k miles.

8. The cabin lights flicker when switched ON or the door is opened.

none of the others but for #7, how did you get 30k miles out of the dunlops... that was better than me...

but, 1,2,3,5 and 7 might all be related.... If you have a misbalanced rim or out of alignment you could end up with all of the above... Have you tried having the tires high speed balanced and the 4 wheel alignment checked?