I just got my car picked up for second oil change, got a call that my car isn't due for service with an attitude

[Mikey91]

Ok, so the most important thing for me is to be treated with respect, I'm a very kind and professional person, I would go out of my way to not let anything escalate in a bad way.

I had my first oil change at 5000 miles, they used synthetic blend without even telling me nor informing me that I COULD use full synthetic and pay the difference, I was under the assumption that they were going to use full synthetic, but ok.

So according to the manual, not using full synthetic will make the vehicle fall under severe driving conditions and you have to change the oil every 3000 miles.

Anyway, I sent my vehicle today for the second oil change at 9200 miles, so around 4200 miles after first oil change, the oil color is already getting dark and I know i don't want to damage the vehicle when I just bought it.

I scheduled a pick up service 3 weeks ago and in the notes I wrote I would like full synthetic and I'm willing to pay the difference or out of pocket, I also mentioned the horrible transmission issue in detail.

They confirmed my appointment without any questions, now right after they picked up my car and it arrived at the dealer, I get a call from one of the Genesis service advisors and the first thing she says is "hello, your vehicle isn't due for maintenance so we are sending your car back with the driver again". I was confused, because in my head I was thinking about doing the oil change every 3000 miles, so I asked how long do I have to wait between oil changes, she said 6000 miles, and I haven't reached that. So I told her I will pay out of pocket and I'd like full synthetic, she told me the total and that was that.

This isn't the main problem though, she wasn't talking to me in a nice way, she was almost lecturing me and talking to me like I'm an idiot and acted shocked that I sent me vehicle after 4200 miles for oil change.

I felt disrespected, and I didn't get the chance to explain why I wanted to do the oil change after 4200 miles.

So I called her again, and told her that the reason I'm doing this earlier is because I didn't get full synthetic on my first oil change, and that according to the manual I'm supposed to change every 3000 miles in that case, she responded (again in an arrogant manner) that I don't get complementary full synthetic, and if I need that I'm supposed to tell them and pay the difference.

First of all, I was NEVER told any of this before, but she's telling me that like I'm supposed to just know it, and she's acting shocked and treating me with an attitude first for something that they were supposed to inform me about, and second she KNOWS that I have to change the oil after 3000 miles after using their garbage synthetic blend. So why act like I'm an idiot for bringing in the car after 4200 miles?

Luxury service my @ss, I was being very respectful and yet I wasn't treated in a good manner. I'm just really pissed right now.

Also, absolutely no mention of what I wrote about the transmission, that was completely IGNORED, as if they are even doing me a favor for even changing my freaking oil that I'm paying for. Very unacceptable.

 

[Chad86tsi]

When you scheduled your service and wrote notes in the appointment, was that with Genesis corporate concierge, or the dealer itself? There seems to be a common theme of not getting good handoff between the two. Your notes about the transmission my have never been given to them.

The oil change stuff, sounds like a Hyundai level service to me.

 

[Mikey91]

When you scheduled your service and wrote notes in the appointment, was that with Genesis corporate concierge, or the dealer itself? There seems to be a common theme of not getting good handoff between the two. Your notes about the transmission my have never been given to them.

The oil change stuff, sounds like a Hyundai level service to me.

I scheduled through the Genesis website, which redirected me to the dealership schedule, you might be correct, because it seemed like the woman who called me hadn't read those notes.

 

[Mikey91]

When you scheduled your service and wrote notes in the appointment, was that with Genesis corporate concierge, or the dealer itself? There seems to be a common theme of not getting good handoff between the two. Your notes about the transmission my have never been given to them.

The oil change stuff, sounds like a Hyundai level service to me.

Also i will add that the person who called was a Genesis advisor, not Hyundai. I know because I got her business card last time I was there, they had a small section there for Genesis with around 4 Genesis advisors.

 

[Aquineas]

(And yet whiny Hyundai dealers wonder why Genesis insists that Genesis be housed under a different building with different personnel)

 

[Aquineas]

I've had two occasions when I had a Hyundai service advisor treat me in a similar disrespectful way with my Hyundai Genesis (both of these dealers are in the Austin, Texas metro area)

1. I insisted on bringing in Mobile One and she wanted to debate with me about whether their synthetic was just as good. Maybe it is, maybe it isn't; but if I'm bringing in Mobile One, then I know it's "as good"
2. I had one service advisor tell me before even trying that by looking at my car that it wouldn't fit on their lift because it was lowered. It was lowered, but not by *that* much. By that point I'd been in probably a half dozen locations that had no problem. In any case of course, the car fit with no problem. On a side note, I eventually went back to the stock springs, but mostly because of alignment and tire-wear issues. The looks weren't worth the hassle.

In any case, Genesis dealers need to be standalone. The service-advisors need to be pulled from the luxury car pool, not the Hyundai pool, so they do not treat Genesis buyers like Elantra buyers.

 

[Chad86tsi]

Also i will add that the person who called was a Genesis advisor, not Hyundai. I know because I got her business card last time I was there, they had a small section there for Genesis with around 4 Genesis advisors.

When I go to my local genesis dealer web page and click : More > About the Dealership > Meet the staff, I can see all the "Genesis" people. I then go their Hyundai page and do the same. 100% of them are on both pages. They are Hyundai staff with Genesis credentials. It's a small volume dealer, so it's not unexpected.

You deserve better. If you were to go to my Genesis dealer, I'd expect you to get Hyundai level service.

 

[Mikey91]

UPDATE: I got a call back from the same person, telling me that my car is done and asked for my payment. I asked whether she saw the notes and immediately she started giving me an attitude again, first she said "what notes?" Then she pulled them up and said, "oh, so you scheduled for an oil change and you never mentioned to me that you had any transmission problems", she said that she can only read those notes when she prints the order or something (lol what?), Then she kept repeating that I should've mentioned that when she called me, even though she was giving me an attitude she seemed like she was rushing me.

I told her that I write those notes when I scheduled the service, and my appointment was confirmed, she said that my appointment was requested for an oil change and they have no capacity to do anything else, and said that next time I need to call them instead for any problems.

I mentioned that I couldn't even mention the transmission issue because I felt like she was giving me an attitude and trying to rush me, I told her you literally just started the call with "your car isn't due for maintenance yet, we will be returning it", you could've said something like "hey, I noticed that your car isn't due for oil change, we can still change your oil but you have to pay for it" and I would've been completely fine with that.

She said "I'm sorry that you felt that way, it wasn't my intention" but still the way she was talking was really arrogant and almost sarcastic.

So after all, they are not going to look at the transmission, and I paid for the oil change with a flavor of attitude.

I COMPLETELY understand they are short staffed, I wasn't trying to inconvenience anyone, I would've been absolutely ok if I was at least treated nicely instead of being treated like a moron for bringing the vehicle for oil change before 6000 miles.

 

[Lgb0250]

You are obviously not going to get the respect or service you deserve from this advisor. I would very simply pick up the phone and connect with the service manager. If that didn’t work I would be on the phone with the dealership GM (not GSM). If dealers are going to ask for and receive close to sticker prices on these vehicle they need to up their game, now!

 

[pmckechnie]

2 times, I have had problems with 2 different dealers. In both cases I went directly to the owners. In both cases, things started happening. The problems went away and everything was taken care of.
Now I use another dealer and every thing has gone fine.

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[Mikey91]

You are obviously not going to get the respect or service you deserve from this advisor. I would very simply pick up the phone and connect with the service manager. If that didn’t work I would be on the phone with the dealership GM (not GSM). If dealers are going to ask for and receive close to sticker prices on these vehicle they need to up their game, now!

and what was very strange and that she kept repeating that she will give me her card to call her again for the next service, as if I will ever do that. that was just bizarre, I swear I was treated better at Honda dealerships for years for my old 2009 Civic, heck I was going there using oil discount coupons and I have never had anyone treat me with any disrespect. yet here I paid close to 50K on this car not even 6 months ago and they are giving me problems. very sad.

 

[Andyj]

sheesh. what a lousy attitude for a service advisor

 

[Mikey91]

2 times, I have had problems with 2 different dealers. In both cases I went directly to the owners. In both cases, things started happening. The problems went away and everything was taken care of.
Now I use another dealer and every thing has gone fine.

When you said you went directly to the owners, what did you mean by that?

 

[pmckechnie]

When you said you went directly to the owners, what did you mean by that?

I went directly to the show room and ask the first person I saw and said I want to see the owner of this place. Every one in the room herd me. In both cases, the owners came out of their office. I explained my problem to them and they ask me to come in their office. They called in the managers of every department involved (sales, parts, service, and a few more). I was shown respect by every one in the room.
Never went back to either.

 

[Mikey91]

I went directly to the show room and ask the first person I saw and said I want to see the owner of this place. Every one in the room herd me. In both cases, the owners came out of their office. I explained my problem to them and they ask me to come in their office. They called in the managers of every department involved (sales, parts, service, and a few more). I was shown respect by every one in the room.
Never went back to either.

Ok I see, unfortunately I am an introvert and I really hate confrontations lol best I could do was call her out on her attitude, but honestly I think I am going to report that experience to the higher ups.

Also I will add that there is another Genesis/Hyundai dealer in my area less than 20 mins away. and actually, wow after checking the google reviews, the one I used had 3.7 rating and the other one has 4.7. Definitely trying the other location next.

 

[BadTrainDriver]

Ok I see, unfortunately I am an introvert and I really hate confrontations lol best I could do was call her out on her attitude, but honestly I think I am going to report that experience to the higher ups.

Also I will add that there is another Genesis/Hyundai dealer in my area less than 20 mins away. and actually, wow after checking the google reviews, the one I used had 3.7 rating and the other one has 4.7. Definitely trying the other location next.

Leave a detailed Google review of the $hitty dealership...if for nothing else than to help the next potential customer.

 

[Alfer]

That totally sucks, but I agree, post reviews of their dealership on Google and other sites and that's when they start freaking out and calling to make things right. I had to do that with our Hyundai dealership to get their attention.

 

[Chad86tsi]

That totally sucks, but I agree, post reviews of their dealership on Google and other sites and that's when they start freaking out and calling to make things right. I had to do that with our Hyundai dealership to get their attention.

I've not used this method myelf, but I see many do, and it is useful and effective. I definitely read them and use that info for my own buying recon. I get bored at work (desk job) and read dealer reviews all over the place. Often a manager will reply with a "call me" or "email me" gesture, gives you direct access to the person that cares. Seems those are often empty gestures if you read enough and see follow-ups, but it's still being read by someone there. As a former business owner, I'd want to know this was going on at my place of business.

 

[Lgb0250]

Ok I see, unfortunately I am an introvert and I really hate confrontations lol best I could do was call her out on her attitude, but honestly I think I am going to report that experience to the higher ups.

Also I will add that there is another Genesis/Hyundai dealer in my area less than 20 mins away. and actually, wow after checking the google reviews, the one I used had 3.7 rating and the other one has 4.7. Definitely trying the other location next.

Stand your ground and report it to at least the GM of the dealership. Unfortunately, there is usually no way for them to correct this type of problem less they are made aware of it. Each dealers webpage usually has an “About Us” tab that will show the staff and in most cases that individuals email address. Since you are not a big fan of confrontations I would recommend an email first. In most cases you will either receive a phone call back from that person or a return email. By walking away without addressing the problem the next poor smuck will have to deal with it and the next, etc.

 

[surprisinguy]

I only use the dealership when something needs to be done that my regular mechanic cannot (or I think he cannot) do. I've ordered my Mobil full synthetic from Walmart and they deliver it for free and I stop by the Hyundai parts dept and buy several OEM filter kits from them when needed. Change my oil every 7000 miles with my regular mechanic and happy with his service (25yrs of customer service).