Losing Confidence in my Dealer's Service Department

[rottyman]

I guess the question is, Can I choose my default service department where I can get my loaner car, for repairs and related services?

Here is the reason. Since I bought the car, one of the rear sensors is always on when in reverse. It pretty obvious and the dealer agreed, it's a problem, but they wanted the car to investigate. I get my car back and then we get hit with major snow (in Georgia), so the car pretty much sat in my garage for about a week.

When I finally took it out and went to fill her up, I noticed the rear qtr panel wasn't 'flush' with the car body. Upon further investigation, they failed to put the screws back in the inner wheel well, leaving the rear of the car (in the wheel well) hanging down. Not just one screw, but ALL the screws were missing. I brought it back to the dealer that minute, but service was closed (Saturday). I spoke to the GM and he assured me that all the key positions are filled by ex BMW, Lexus employees. That's great, but what about the guy who forgot my screws.

This will also be fixed when I bring the car in for the sensor replacement. NOW, I just experienced the Driver's side seat heater turning off that has been widely reported. Called the service department to, and they seemed 'annoyed' that I was calling again. And of course, they never heard of this problem, and they will check it out.

Based on all this, my confidence in this service department is dropping. I mean, how do you take the rear of the car apart and not put it back together??? I feel I have to do a walk around now when I get the car back, and I shouldn't. What happens if I get an oil change? Do I have to check if the drain plug is tightened, the oil filter sealed correctly? I am really concerned if they have to fix this by pulling the seat apart.

I realize I bought a Hyundai, and I really, really, really want to jump on the band wagon 100%, but these little things leave one leg hanging off....

Just venting here, so, sorry for the ranting....

BTW, love the car, love the features, love my decision..Just want 100% confidence in the brand (including service experience).

 

[dg_moore]

As has been noted here before, Hyundai dealerships range from excellent to atrocious. Mine is excellent, but it sounds like yours might be a little further down the range. Are there other dealers within a reasonable distance? If so, you should go check them out. Where you purchased your car has no impact on getting service, or having warranty honored.

 

[moose66]

Piggy-backing what dg_moore said, your service/dealership experience may vary. If you are not satisfied with your current service/dealership, it would be wise to see what other options you have available. Unless you purchased dealer specific add-ons, you can take your car to any authorized Hyundai dealer for service. Good luck!

 

[Sayantsi]

You can take the car to any Hyundai dealer for service - if one is not getting the job done, go elsewhere and deal with them - I'm sure they'd be happy to have your business. Bad service departments are the achilles heel of Hyundai imo.

 

[ctrcbob]

I guess the question is, Can I choose my default service department where I can get my loaner car, for repairs and related services?

Here is the reason. Since I bought the car, one of the rear sensors is always on when in reverse. It pretty obvious and the dealer agreed, it's a problem, but they wanted the car to investigate. I get my car back and then we get hit with major snow (in Georgia), so the car pretty much sat in my garage for about a week.

When I finally took it out and went to fill her up, I noticed the rear qtr panel wasn't 'flush' with the car body. Upon further investigation, they failed to put the screws back in the inner wheel well, leaving the rear of the car (in the wheel well) hanging down. Not just one screw, but ALL the screws were missing. I brought it back to the dealer that minute, but service was closed (Saturday). I spoke to the GM and he assured me that all the key positions are filled by ex BMW, Lexus employees. That's great, but what about the guy who forgot my screws.

This will also be fixed when I bring the car in for the sensor replacement. NOW, I just experienced the Driver's side seat heater turning off that has been widely reported. Called the service department to, and they seemed 'annoyed' that I was calling again. And of course, they never heard of this problem, and they will check it out.

Based on all this, my confidence in this service department is dropping. I mean, how do you take the rear of the car apart and not put it back together??? I feel I have to do a walk around now when I get the car back, and I shouldn't. What happens if I get an oil change? Do I have to check if the drain plug is tightened, the oil filter sealed correctly? I am really concerned if they have to fix this by pulling the seat apart.

I realize I bought a Hyundai, and I really, really, really want to jump on the band wagon 100%, but these little things leave one leg hanging off....

Just venting here, so, sorry for the ranting....

BTW, love the car, love the features, love my decision..Just want 100% confidence in the brand (including service experience).

Not sure what you mean by the "Driver side seat heater turning off", however it is designed to turn off after a set period of time. No, I don't know what the period of time is.

As for one dealer service dept over another, I take my car to my selling dealer who is thirty miles away only because I trust them, and trust their Genesis Trained Technician.

I don't take it to my closest dealer service department, twelve mile away, because I don't trust them:
1. Won't let me go into Service Department to talk with technician.
2. Won't allow the technician to come out and talk with me. (he is on flatrate and is not making money if he has to take the time to come out and talk with me - that is what they told me).
3. Won't give me a loaner car unless my Genesis is in there overnight. (but they will drive me with their customer van [not home] but to the mall just down the street from them - they really think I will pass the time in the mall).

Needless to say, I take it to my selling dealer thirty miles away.

 

[CapoCriminali]

Not sure what you mean by the "Driver side seat heater turning off", however it is designed to turn off after a set period of time. No, I don't know what the period of time is.

I don't recall seeing anything about this in the owner's manual, but I haven't read it in a good 6 months. Can anyone confirm/deny this?

 

[rottyman]

Not sure what you mean by the "Driver side seat heater turning off", however it is designed to turn off after a set period of time. No, I don't know what the period of time is.

Actually, there are a couple of threads out here saying this is a defect in the airflow tubes in the seat.

http://genesisowners.com/hyundai-genesis-forum/showthread.php?t=4105&highlight=seat+warmer
http://genesisowners.com/hyundai-genesis-forum/showthread.php?t=5463&highlight=seat+warmer

I am committed to the dealer to get the sensor fixed and have minor paintwork on the front bumper, but after that, I will call around. The dealer I bought from is not the closest, but there are two others within 15 miles that I can call on.

Thanks for the input.

 

[gadgetboy]

I guess the question is, Can I choose my default service department where I can get my loaner car, for repairs and related services?

Here is the reason. Since I bought the car, one of the rear sensors is always on when in reverse. It pretty obvious and the dealer agreed, it's a problem, but they wanted the car to investigate. I get my car back and then we get hit with major snow (in Georgia), so the car pretty much sat in my garage for about a week.

When I finally took it out and went to fill her up, I noticed the rear qtr panel wasn't 'flush' with the car body. Upon further investigation, they failed to put the screws back in the inner wheel well, leaving the rear of the car (in the wheel well) hanging down. Not just one screw, but ALL the screws were missing. I brought it back to the dealer that minute, but service was closed (Saturday). I spoke to the GM and he assured me that all the key positions are filled by ex BMW, Lexus employees. That's great, but what about the guy who forgot my screws.

This will also be fixed when I bring the car in for the sensor replacement. NOW, I just experienced the Driver's side seat heater turning off that has been widely reported. Called the service department to, and they seemed 'annoyed' that I was calling again. And of course, they never heard of this problem, and they will check it out.

Based on all this, my confidence in this service department is dropping. I mean, how do you take the rear of the car apart and not put it back together??? I feel I have to do a walk around now when I get the car back, and I shouldn't. What happens if I get an oil change? Do I have to check if the drain plug is tightened, the oil filter sealed correctly? I am really concerned if they have to fix this by pulling the seat apart.

I realize I bought a Hyundai, and I really, really, really want to jump on the band wagon 100%, but these little things leave one leg hanging off....

Just venting here, so, sorry for the ranting....

BTW, love the car, love the features, love my decision..Just want 100% confidence in the brand (including service experience).

Hello,

I will be shopping a Genny this year and live in Woodstock. Which dealer were you dealing with so I can have a heads up?

 

[rottyman]

Currently dealing with Terry Reid in Cartersville. I felt the dealer experience was good, but on the survey, I graded them an avg of 7 out of 10. Last time I was there, they pulled it out and wanted to know why I did this. Quite awkward.

Since they gave me the deal I wanted, I never went to the other dealers in the area. Cherokee Hyundai, Ed Voyles or Thornton Road. But I will be calling them to see what their service departments are like.

Good luck

 

[moose66]

Currently dealing with Terry Reid in Cartersville. I felt the dealer experience was good, but on the survey, I graded them an avg of 7 out of 10. Last time I was there, they pulled it out and wanted to know why I did this. Quite awkward.

Since they gave me the deal I wanted, I never went to the other dealers in the area. Cherokee Hyundai, Ed Voyles or Thornton Road. But I will be calling them to see what their service departments are like.

Good luck

I have had the same thing happen to me after filling out a survey. The next time I was there for service, the service manager pulled out my survey and wanted me to speak to my responses. Like you said, it was awkward, but I backed up my responses with facts. Funny thing, I got a call from the dealer a month or so later saying that I had won free oil changes and tire rotation for a year for filling out that same survey! I get a chuckle out of that.

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[rottyman]

Well, I dropped off my car last night to the dealer for the work that is already committed. When I arrived the service manager disappeared with my Driver license and Insurance card to get my loaner ready. While I waited the owner of the dealership came out and said that she's been waiting to meet me.

After getting my car set up with the Service Department and giving me my loaner, we had a 45 minute conversation about my survey, one on one. It was not "What did we do wrong", but more "help us get better from a customer perspective". We also did discuss my service issues and was assured that such minor oversights will never happen again.

I expressed my reasoning and it appears to have been received well. When we were done, I got a personal cell phone number should I have any complaints OR accolades for the dealership. I am not writing them off so quick right now.

Since I will be out of town for the next nine days, they still gave me a loaner car for the week (that will sit at the airport), and they promised my car will stay inside under watchful eye while @ the dealership.

Just figured if I am going to bash a dealer, I also need to give credit when credit is due.

Joe

 

[jchao]

I stopped going to the dealer that I purchased my car after a few issues with the service department.
Since then, I have been going to one closer to my house but can not stand the Bulls**t that they give me when I have concerns with my car. Had to print info from this forum so they could understand issues. The last straw was my last oil change.
Since my first oil change I have been using Royal Purple $9.00 per quart, after my last oil change which I never check the oil when it was done, I checked it right when I got it. The color of the oil was if it was regular oil. So I showed this to the Service Manager which told me that he was there when it was done, but could not explain why it was not purple. Not even close to any color other then regular oil. I also had the air and compartment filter changed, but they did not have the air. Two weeks and have not heard from them.
I will not have them touch my car again. Period... Will travel far if I have to.
I have owned BMW and Cadillac's and service have always been above par.
So far Hyundai is lacking in Customer Satisfaction and knowledge of the Genesis.

 

[robthoke]

I don't recall seeing anything about this in the owner's manual, but I haven't read it in a good 6 months. Can anyone confirm/deny this?

You are right. there is a warning about the seat getting hot however. Guess that means to turn it off before you burn your butt. This car is not on a timer for the seats.

 

[Sayantsi]

I stopped going to the dealer that I purchased my car after a few issues with the service department.
Since then, I have been going to one closer to my house but can not stand the Bulls**t that they give me when I have concerns with my car. Had to print info from this forum so they could understand issues. The last straw was my last oil change.
Since my first oil change I have been using Royal Purple $9.00 per quart, after my last oil change which I never check the oil when it was done, I checked it right when I got it. The color of the oil was if it was regular oil. So I showed this to the Service Manager which told me that he was there when it was done, but could not explain why it was not purple. Not even close to any color other then regular oil. I also had the air and compartment filter changed, but they did not have the air. Two weeks and have not heard from them.
I will not have them touch my car again. Period... Will travel far if I have to.
I have owned BMW and Cadillac's and service have always been above par.
So far Hyundai is lacking in Customer Satisfaction and knowledge of the Genesis.

Your service department sounds like mine - inept.

 

[draco24433]

Lets not go too far. I got sold a car which they were too happy to mention all of the options to include the Nav system only to find out later the the Nav sytem does not work in Puerto Rico. Now, because we have to pay excise taxes on vehicles, our vehicles are very expensive. Now, I drive a $57K car with a Nav system that does not work in PR with A Tom Tom stuck to my windshield. You've got love sales misrepresentation!

 

[balazsbb]

My experience with the dealership over has been mixed. The sales department and all the folks in it (except the guy in the finance room, you know the guy who tries to sell you a million stupid extras) were all very good. I would say almost a Lexus like experience in terms of service in that department.

Now as for the actual service department I'm not so sure about since I have only owned the car one month and have only two experiences. The guys there seem pretty nice, but the workmanship seems like it might be kinda shitty in some areas. For instance there was a mystery stain on the A pillar that I noticed the day after I bought the car. For that issue they cleaned it very nicely and I have no issues. Then a week later I had them install the genesis emblems, everything turned out very nicely but they really did a shitty job removing the H off the back. There are surface scratches all around that looks pretty nasty under certain lighting conditions.

So now I am thinking should I take it back and complain and hope they do a decent job buffing it out or should I just have someone else do it.

What can I say I really should have just done it myself.

 

[Mark78]

Lets not go too far. I got sold a car which they were too happy to mention all of the options to include the Nav system only to find out later the the Nav sytem does not work in Puerto Rico. Now, because we have to pay excise taxes on vehicles, our vehicles are very expensive. Now, I drive a $57K car with a Nav system that does not work in PR with A Tom Tom stuck to my windshield. You've got love sales misrepresentation!

When I went to buy mine the sales guy didn't know anything about the car. It was like he had never sat in one before and looking back on the whole experience, he seemed to just say yes to everything. Did you buy your car from a mainland dealership and have it shipped out there to you? Or is there a dealership there?

 

[CenTexan]

When I asked my local dealership's (from whom I purchased) service manager about being able to set some defaults with the shop computer hook up (such as all doors unlocking on first push of driver handle button), he said he didn't know anything about that and perhaps I should contact Hyuandai USA for that information because they usually give consumers more help than they can get.

Great service and attitude, yes?