Bad Lee Hyundai in Fayetteville, NC - Less Than Stellar

[sonny200]

My 2022 GV80 AWD 3.5T Advanced+ went to Lee Hyundai for it's very first service at ~6k miles. I took advantage of the Concierge Service & they sent out Harvey to pick up the vehicle & left me with a G80 loaner. My car was brought back to me & I noticed a body panel/trim piece just behind the px side fender, below the door was damaged. Unknown if it was damaged in transit or when it was worked on by the mechanics. But bc I asked them to do a tire rotation, it presumably happened when it went on/off the lift. Harvey took photos of my vehicle before he took it so we know the damage was NOT there beforehand.

It took slightly over a month before they had availability to have my car back to the dealership for repairs.

Again, I took advantage of the Concierge Service & on 2/24, they sent out Harvey to pick up the vehicle & left me with a G70 (base) loaner.

I was informed by Joel Harmer, the Service Advisor, that the repair would probably take a few days but he would need to see the car before giving me a better idea.

I called Friday but as Joel was not available, left a msg for him on his VM. He called back in the afternoon & informed me there were parts needed & he anticipated the vehicle to be ready by Tuesday. As such, he didn't think it would be worth it to return my vehicle & retrieve the loaner only to have to do a swap again on Tues.

On Wed, 3/2, I called to inquire for an update. Again, had to leave Joel a msg on his VM. He called back a few hours later & told me the parts needed were coming from CA & were not being shipped overnight. He said the parts would probably arrive on Monday (3/7) & the vehicle would be ready shortly thereafter.

It is now Monday. I called & left Joel a msg on his VM at 1:45pm. He never called me back. I had to call him just now & was transferred around to 3 different people & was disconnected once as well before I finally got to Joel. He informed me all the parts have arrived & my vehicle will go to the body shop tomorrow. It will no be ready until the "end of the week."

If Genesis is supposed to be a premium brand, why am I the one calling to request updates? In my experience with Porsche, Jaguar & Audi, the Service people always kept me well informed -- especially if there are any delays.

Also, it is unfortunate they damaged my vehicle when they serviced it. But it is even more unfortunate that I was the one who had to point it out to them when I got the car back.

Again, with a premium brand, one would expect better behavior than, "I hope the customer doesn't notice."

However, given Hyundai has decided not separate their premium brand in the dealerships (like Honda/Acura, Ford/Lincoln, Toyota/Lexus, etc), this is the kind of thing that will happen.

Unfortunately for me, there isn't another Genesis dealership within Concierge Service geographic area.

 

[GarnetTy1473]

Genesis dealers will be splitting off into separate dealers eventually. Some of the original ones that are doing well are grandfathered in until 2025, but no later than that.

 

[sonny200]

Genesis dealers will be splitting off into separate dealers eventually. Some of the original ones that are doing well are grandfathered in until 2025, but no later than that.

That might be the case, but that doesn't help me now.

 

[sonny200]

Moreover, the G70 loaner they gave me smells all musty -- like it's gotten wet inside & hasn't dried out completely.

So, I also had to call today, AGAIN -- even though Joel Harmer said he would call me with updates.

I left a msg on his VM at 0830. He did not call me back. I called at 1030 & he apologized for not getting back to me because, "I've been extremely busy & haven't been able to check my VMs."

While I waited on hold, he called the body shop & was told, "It's in paint today so not until Monday."

 

[sonny200]

Have been in contact with the service manager, Scott Wester. I've informed him of my experience & the lack of communication has been less than acceptable for a premium brand like Genesis.

Beyond the communication difficulties, I feel my situation has been less than a priority for this dealership. THEY were the ones who damaged my vehicle & I feel they have not done what it takes as a premium brand to rectify the situation. One would think given it is THEIR FAULT my vehicle is there, they would get it fixed as soon as possible. However, that has not been the case as it was over 1 month before they could even take the vehicle back to work on & it's been there now for over 2 weeks. If Joel is correct, it will drag on to 2.5 weeks before I get my vehicle back & repaired.

 

[sonny200]

Joel called me this morning (Monday) & informed me the repairs to the vehicle have been completed & would be ready for delivery to me by the afternoon. I told him I would not be available after 15:30. He then told me since he could not guarantee a delivery time by then, we should wait until tomorrow (Tuesday) but he did not know what time.

I called & left a VM for him at 1600 & then left a msg with the receptionist to have him call me back to let me know if the vehicle could be delivered to me by 0900 on Tues.

I never heard back from him.

 

[sonny200]

And thus ends my saga with Lee Hyundai of Fayetteville (this time).

Harvey brought my vehicle back this morning at 1030.

It is repaired & there's nothing else wrong with it.

I can't wait to get the Survey from Hyundai & the dealership.