Bad Kendall Hyundai in Miami (Palmetto Bay)

[ViperJeff]

Service at this dealer in Miami is very poor due to lack of communication. It’s about a mile from my house and getting them to set up a service appointment or return a call is usually Mission Impossible. Genesis Blue Link couldn’t ever get this dealer to call them back for me either.

 

[EdP]

Service at this dealer in Miami is very poor due to lack of communication. It’s about a mile from my house and getting them to set up a service appointment or return a call is usually Mission Impossible. Genesis Blue Link couldn’t ever get this dealer to call them back for me either.

Sounds bad. I've always called the dealer (a few different ones over the years) and just made an appointment on the first call. Are you calling them or using the BlueLink app?

Its old fashioned, but the phone call works best.

 

[ViperJeff]

Have tried both methods, unsuccessfully. They don’t return calls promptly, if ever. They never called Genesis Blue Link back either and after a few days Genesis suggested I try another dealer (Doral in Miami) and they’ve been great but are 15 miles further away.

I highly recommend Doral Hyundai Genesis.

Used Kendall for first oil change by my coming in unannounced and waiting. They do not seem committed to Genesis service concept. Bunch of salespeople standing outside their dealership smoking at the entrance was not a welcoming sales experience either.

 

[305trevor]

Wooooow I bought my genesis in March from them and I regret it.... first they didn’t want to give me my promised second key made a big stink about it when it was promised at purchase. Also promised at purchase was repainting my front bumpers which they did at the end of March and the bumper is currently chipping and bubbling and I can’t get a straight answer to get it fix I’m very very frustrated I had to call Hyundai corporate.... Still didn’t get it fixed got a case number and was told to go to homestead Hyundai they truly are the worst and they do not live up to the genesis name... there google and yelp reviews are horrible and it’s my fault for not checking ahead of time I’m really regretting buying from them 100%

 

[aTeamG70]

The quality of these automobiles far outperforms the quality of this one particular dealer's service department. I used Genesis of Kendall this past month and my overall experienced was not great.

Any shop manager worth their paycheck reads these forums so if you are reading this here are some suggestions:

1. Identify 1 or 2 service bay intake guys to focus on Genesis only. Genesis sends you guys tons of pamphlets on "The Genesis Experience" so use them as a guide for these specialized intake reps. I saw a bunch of these pamphlets in your customer lounge so I know they exist and are accessible to them.
2. Apportion one of the service bay cubicles for Genesis only. You guys must have plans for the future to build a Genesis-only lot but for now you need to atleast start separating the areas for Hyundai and Genesis respectively.
3. The customer lounge needs updating. It needs a jump in "comfort". Get better chairs and use dimmer lighting. Keep the pamphlets outside in the showroom and put regular magazines in the lounge. Take CNN or Fox news OFF the the TV screens because you know what I don't want to hear about when I'm at a car dealer for car problems: world problems. Play DIY or travel shows that will help relieve me of remembering that I'm at the dealer for a problem.
4. Get better coffee. This is a no-brainer at any car lot. If you want to shut a customer up and sell or service them then give them good coffee and their attitude will atleast be upbeat.
5. Answer phone calls and communicate better with customers. If you keep me in the loop I will be on your team and way more understanding of any issue or delay. You are not confirming appts nor contacting customers to keep them up to date. No bueno.
6. The mechanic who worked on my car fixed the issue but that was not verifiable until I got home and played with all settings to make sure all the features were working after service. The mechanic simply did a hardware swap (unplug bad unit and re-plug good unit) but was not trained properly on my particular electronic/hardware issue. These guys should be trained to confirm proper working functionality on all Genesis models after service has been performed.

If you guys can make these simple changes you will notice a huge jump in your return customers as well as your shops rep. Because you are so close to me I will most likely see you guys again at some point but please take care of some of these issues. We all want the dealer experience to be as smooth as possible.

*If anyone is interested my 2020 G70 was in for a defective Radio Head Unit. The tier 1 corporate CS rep identified the issue pretty quickly over the phone so it must be a known issue. It took 30 days from first contact to service completion. They provided me with a loaner for the week my car was actually at their shop. They respected the "No Wash" tag I put on the dash (I have a car wash guy). Hardware swap was completed successfully but the mech was not able to verify this without my and corporate's help. New head unit also required SiriusXM radio ID update (via SiriusXM corporate) after the swap. My car was returned with more gas than it went in with.

 

[ViperJeff]

aTeamG70, you have great suggestions but these people don’t seem committed to the Genesis concept. Just returning calls would be a huge step forward. I’m now doing the turbo inlet recall on my G80 3.3 Sport and found that I had to physically visit the dealer to get a status update after 4 days in the shop and a filthy Hyundai Sonata loaner. I should’ve waited an extra week and used Doral Genesis instead of Kendall. Genesis corporate just doesn’t have the concept “bought into“ yet by many dealerships. I think if you want a Lexus-like experience, you need to just buy a Lexus.