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

[Kram]

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).

Yep, that's the way to do it. Especially if we have to pay for full synthetic oil, jeez. What kind of crap is that? How can they promote first 3 years maintenance included and then not provide the manufactures recommended service/materials? Genesis has a long way to go if they want to be mentioned in the same breath as BMW, Lexus etc..

 

[TinsleyC]

This thread hits a nerve because I had a similar issue. It really bugs me that the owner's manual CLEARLY says that ACEA-A5 oil (a full synthetic) is to be used in the car, and only if it's not available can lesser oil be used. I was shocked when the filled it with conventional oil, and never offered to use synthetic at a price.

I wrote to Genesis corporate and they wrote back saying yes, the recommended oil for the car is synthetic, but that oil change issue was between me and the dealer - even suggested that if I pressed them hard enough, I may be able to coerce them. BS!

I only go into the dealership to get the free services and filters. Now, if I need to go in and also want an oil change, I bring my own synthetic oil - but who knows if they use it (tech may put it into his car trunk and take it home for all I know). I change my own oil now at home, myself (always have for 45 years before this car).

Last time I took it in, I listed 5-6 things I wanted done - change oil/filter with my oil, check alignment, change cabin filter, change engine air filters, tighten up loose rear view mirror. I read this off to the service lady and she keyed it into my order. I called again later to clarify something, and all my notes were gone, so we (same lady) went through it again! Each call she coughed loudly into the phone several times and called me "hon" (short for honey) several times.

When I got to the service department, the advisor came out and asked "okay, what are you here for?" ... I was like, "are you kidding?" So we went through the list for the THIRD time. I said "oh, well the service department is on the Hyundai side of the computer system, your notes are on the Genesis side - the don't come over". I could not believe it.

So later that day I go to pick up the car and they try to charge me over $100 for the oil change. I said "nope - all this is covered under the free, 3-year Genesis maintenance" - the cashier said in a rude tone "well, you owe me $1xx dollars - otherwise, you need to get your service advisor to take it off the order", then seemed to look past me to get the next person in line. Could not believe it.

So, off I go to the shop to find the guy who wrote me up. He was about to leave, glad I caught him. I said yeah, I can take that off, bla bla" - he did, and I got my car our without paying.

Oh - the rear view mirror is still just as loose, even though they said it was fixed.

I will not go there for service unless I have to. I pray I never have a serious problem with my car!

 

[ckon]

Those oil changes aren’t really free. You already paid for them in the price of the car. They owe you what you paid for.

 

[ultra63]

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

My experience is that they shamelessly ask you to leave 5/5 ratings on the Genesis survey for this level of service.

 

[pulsar]

This thread hits a nerve because I had a similar issue. It really bugs me that the owner's manual CLEARLY says that ACEA-A5 oil (a full synthetic) is to be used in the car, and only if it's not available can lesser oil be used. I was shocked when the filled it with conventional oil, and never offered to use synthetic at a price.

I wrote to Genesis corporate and they wrote back saying yes, the recommended oil for the car is synthetic, but that oil change issue was between me and the dealer - even suggested that if I pressed them hard enough, I may be able to coerce them. BS!

I only go into the dealership to get the free services and filters. Now, if I need to go in and also want an oil change, I bring my own synthetic oil - but who knows if they use it (tech may put it into his car trunk and take it home for all I know). I change my own oil now at home, myself (always have for 45 years before this car).

Last time I took it in, I listed 5-6 things I wanted done - change oil/filter with my oil, check alignment, change cabin filter, change engine air filters, tighten up loose rear view mirror. I read this off to the service lady and she keyed it into my order. I called again later to clarify something, and all my notes were gone, so we (same lady) went through it again! Each call she coughed loudly into the phone several times and called me "hon" (short for honey) several times.

When I got to the service department, the advisor came out and asked "okay, what are you here for?" ... I was like, "are you kidding?" So we went through the list for the THIRD time. I said "oh, well the service department is on the Hyundai side of the computer system, your notes are on the Genesis side - the don't come over". I could not believe it.

So later that day I go to pick up the car and they try to charge me over $100 for the oil change. I said "nope - all this is covered under the free, 3-year Genesis maintenance" - the cashier said in a rude tone "well, you owe me $1xx dollars - otherwise, you need to get your service advisor to take it off the order", then seemed to look past me to get the next person in line. Could not believe it.

So, off I go to the shop to find the guy who wrote me up. He was about to leave, glad I caught him. I said yeah, I can take that off, bla bla" - he did, and I got my car our without paying.

Oh - the rear view mirror is still just as loose, even though they said it was fixed.

I will not go there for service unless I have to. I pray I never have a serious problem with my car!

So I don’t inadvertently use this dealer if I need any work done, which one did this? I have Hiley in Burleson and Freeman in Irving that are both about the same distance from me if need work done. Have not needed to set foot in a dealer yet after my purchase 2 years ago.

 

[TinsleyC]

It's Huffines in Plano - Genesis of Plano, north of Dallas.

 

[Mikey91]

I spent a while adding a review on Google yesterday for that dealership, what took most of my time was that the review was limited to 4000 characters, I had to go back and try to omit some things. Either way, I explained what happened in details.

Only issue is, it seems like the review is showing for me only, if I log out and look at the reviews from another Google account I don't see it there, I have not used any abusive or inappropriate language, so I'm wondering why it's not showing. Apparently some people were saying that some reviews could be automatically flagged if they are too long, idk.

 

[Lgb0250]

I spent a while adding a review on Google yesterday for that dealership, what took most of my time was that the review was limited to 4000 characters, I had to go back and try to omit some things. Either way, I explained what happened in details.

Only issue is, it seems like the review is showing for me only, if I log out and look at the reviews from another Google account I don't see it there, I have not used any abusive or inappropriate language, so I'm wondering why it's not showing. Apparently some people were saying that some reviews could be automatically flagged if they are too long, idk.

I’m assuming you didn’t contact the Service Manager or General Manager or else you would have reported back here the outcome of those conversations. But, you took the time and effort to leave a 4000 character review. Hope that solves your problem or at least makes you feel better!

 

[Mikey91]

I’m assuming you didn’t contact the Service Manager or General Manager or else you would have reported back here the outcome of those conversations. But, you took the time and effort to leave a 4000 character review. Hope that solves your problem or at least makes you feel better!

Thanks, I don't mind contacting them if they reach out for me, but most likely I'd rather not do that over the phone, I'm really not good with things like that. I need some time to think and process what I want to say lol

 

[TinsleyC]

I’m assuming you didn’t contact the Service Manager or General Manager or else you would have reported back here the outcome of those conversations. But, you took the time and effort to leave a 4000 character review. Hope that solves your problem or at least makes you feel better!

It helps us all understand the service situation with Genesis.

______________________________

Help support this site so it can continue supporting you!

 

[TinsleyC]

It's Huffines in Plano - Genesis of Plano, north of Dallas.

I really hate to bash this dealership, it's where I bought my car and overall they do try. But I will say, their service department is 100% Hyundai.

In the Dallas area we have the Sewell line of dealerships and they are top notch. I ran my Infiniti through there for 10 years. Really missing that experience!

 

[Lgb0250]

Thanks, I don't mind contacting them if they reach out for me, but most likely I'd rather not do that over the phone, I'm really not good with things like that. I need some time to think and process what I want to say lol

Understand. But, if they are not aware of your problem they will not be reaching out to you. I understand your reluctance to be confrontational but you need to get this resolved or it will drive you crazy. If you cannot find their email addresses on their website call their front desk and ask the receptionist for the General Managers and Service Managers names and email addresses. I would address the email to the GM and cc the Service Mgr. I was in the auto business for many years before I retired and many service advisers and front line sales people cost dealerships customers because of their attitudes. But, management cannot help if the don’t know about the problem. I can guarantee you that your advisor didn’t go running into the SM office and tell them that they screwed up! That GM and owner want your business for a lifetime, not just a one time buy and a crappy review!

 

[Mikey91]

Understand. But, if they are not aware of your problem they will not be reaching out to you. I understand your reluctance to be confrontational but you need to get this resolved or it will drive you crazy. If you cannot find their email addresses on their website call their front desk and ask the receptionist for the General Managers and Service Managers names and email addresses. I would address the email to the GM and cc the Service Mgr. I was in the auto business for many years before I retired and many service advisers and front line sales people cost dealerships customers because of their attitudes. But, management cannot help if the don’t know about the problem. I can guarantee you that your advisor didn’t go running into the SM office and tell them that they screwed up! That GM and owner want your business for a lifetime, not just a one time buy and a crappy review!

Thank you, I was saying they might reach out once they see my review. But you are correct, I will find them and make sure they know. Out of curiosity, are the calls from the dealership recorded? I'm wondering if they can look back and listen to how that advisor was talking with me.

 

[Lgb0250]

Thank you, I was saying they might reach out once they see my review. But you are correct, I will find them and make sure they know. Out of curiosity, are the calls from the dealership recorded? I'm wondering if they can look back and listen to how that advisor was talking with me.

No recordings at any dealership I know of. I believe a disclaimer has to be announced ahead of any recording by a business. I think you will be happy with the way management responds. Can’t tell you how many times I had to step in when a salesperson or an service advisor messed something up. Most manufacturers now require surveys be sent out to new purchasers and service customers. Many incentives are tied to dealers maintaining a high level of customer satisfaction. Good luck.

 

[ProsperDad]

This thread hits a nerve because I had a similar issue. It really bugs me that the owner's manual CLEARLY says that ACEA-A5 oil (a full synthetic) is to be used in the car, and only if it's not available can lesser oil be used. I was shocked when the filled it with conventional oil, and never offered to use synthetic at a price.

I wrote to Genesis corporate and they wrote back saying yes, the recommended oil for the car is synthetic, but that oil change issue was between me and the dealer - even suggested that if I pressed them hard enough, I may be able to coerce them. BS!

I only go into the dealership to get the free services and filters. Now, if I need to go in and also want an oil change, I bring my own synthetic oil - but who knows if they use it (tech may put it into his car trunk and take it home for all I know). I change my own oil now at home, myself (always have for 45 years before this car).

Last time I took it in, I listed 5-6 things I wanted done - change oil/filter with my oil, check alignment, change cabin filter, change engine air filters, tighten up loose rear view mirror. I read this off to the service lady and she keyed it into my order. I called again later to clarify something, and all my notes were gone, so we (same lady) went through it again! Each call she coughed loudly into the phone several times and called me "hon" (short for honey) several times.

When I got to the service department, the advisor came out and asked "okay, what are you here for?" ... I was like, "are you kidding?" So we went through the list for the THIRD time. I said "oh, well the service department is on the Hyundai side of the computer system, your notes are on the Genesis side - the don't come over". I could not believe it.

So later that day I go to pick up the car and they try to charge me over $100 for the oil change. I said "nope - all this is covered under the free, 3-year Genesis maintenance" - the cashier said in a rude tone "well, you owe me $1xx dollars - otherwise, you need to get your service advisor to take it off the order", then seemed to look past me to get the next person in line. Could not believe it.

So, off I go to the shop to find the guy who wrote me up. He was about to leave, glad I caught him. I said yeah, I can take that off, bla bla" - he did, and I got my car our without paying.

Oh - the rear view mirror is still just as loose, even though they said it was fixed.

I will not go there for service unless I have to. I pray I never have a serious problem with my car!

Unacceptable!

I'm having issues just getting the car in for service. Genesis' whole "luxury brand" thing is a myth!

First experience trying to get service

So here is my first experience trying to get service here in in Socal. Booked an appointment for first oil change and have my screen looked for separation of screen issue at at a new (for Genesis) dealership here in Socal They took my info for a three week out appointment. Never got an email...

genesisowners.com

 

[Mikey91]

No recordings at any dealership I know of. I believe a disclaimer has to be announced ahead of any recording by a business. I think you will be happy with the way management responds. Can’t tell you how many times I had to step in when a salesperson or an service advisor messed something up. Most manufacturers now require surveys be sent out to new purchasers and service customers. Many incentives are tied to dealers maintaining a high level of customer satisfaction. Good luck.

Thank you for the info, it seems like my review won't go live on Google maps no matter what, I have no idea why, I was within the character limit and I haven't used any inappropriate language. I have posted a review on their Yelp page.

I have tried to go on the dealership website but I couldn't find any information to get the management email. I'm still trying to dig and hoping to find something ;/

 

[EdP]

Thank you for the info, it seems like my review won't go live on Google maps no matter what, I have no idea why, I was within the character limit and I haven't used any inappropriate language. I have posted a review on their Yelp page.

I have tried to go on the dealership website but I couldn't find any information to get the management email. I'm still trying to dig and hoping to find something ;/

You can really shock them and send a real letter on paper and have it delivered by the USPS. It will get more attention than an email.

 

[Mikey91]

Alright final update I guess:

My Google review just wouldn't get published on their page, I have even deleted it and posted something very short but it wouldn't show up either, I don't know if Google flagged my account or something, still don't know why my original review didn't get published as I haven't really used any inappropriate language or anything related.

Either way, someone helped me find the Managers email as well as the service director, I have emailed them with my experience and they just ghosted me haha

So yeah, I'm never returning to this location again.

Anyway, I found this review on the Genesis website for that dealership, for the same service advisor that I had, I'll just leave it here.

 

[Philba123]

Is it possible to use a different dealer with the pick up , drop off service or does it need to be the nearest one? Is there a certain mileage the dealer needs to be within?

 

[EdP]

Is it possible to use a different dealer with the pick up , drop off service or does it need to be the nearest one? Is there a certain mileage the dealer needs to be within?

That is up to the dealer. Some have 20 mile limits, other 50 miles. Call and find out, or even better, stop by and talk to the service manager.