Not feeling great about my purchase/need advice

[Glashub]

^^^^ Thanks.

 

[robcar]

Probably the wisest post on this thread !

I would like to second Cut-Throat on this. In fact, this might be the wisest post on this entire website.

Note to OP: Follow this advice and you will not only make a bad deal better but you will also learn a valuable life skill, and by doing so make lemonade out of this lemon.

And even if you paid a bit too much, the Genesis is such a great value (even at full MSRP, not that I would ever pay full MSRP), you still got a phenomenal car.

Please let us know how this all turns out.

 

[Johnboy2k10]

Sorry for the lack of update; this was something I just needed to step away from for a bit.

First of all, thanks to those of you who empathized with my situation. It made a big difference in my stress level. To those of you that chastised me for buying this vehicle in the first place, I thank you too. You're right, I made a big mistake and it was one I will definitely learn from.

So where we left of was that I needed an engine replacement. I became accepting of this and was eager to get this resolved. I received a call from the dealership's GM who invited me down to talk about compensation. His first offer was a nice dinner out. I advised him that I wanted the rims I thought I was supposed to get. He showed me our negotiating paper and there was indeed nothing written about wheels/rims with the winter tires. However I was unwaivering that the sales guy told me that's what it came with. He agreed to order me a second set of rims, but they wouldn't be Gen rims. I received some generic gun metal grey Hyundai rims, which aren't all that bad looking and for winter rims, I am not unsatisfied. After this the GM told me that the engine had arrived and they had arranged a rental for me that the dealership was going to cover (they didn't have insurance for loaners). He explained to me that it was a completed engine assembly and the work would take a couple of days to complete. This was on a Monday morning. I left my keys and got in a Santa Fe with my original sales person who would take me to the car rental facility (that was ironically located within a dodge dealership). Prior to leaving the Northstar Hyundai lot, we were stopped by the Vice President of the auto group who drove my Gen as a demo. He said that he had driven the car for about 1200km with the check engine light on and figured it had something to do with the remote start being a botched install. This aggravated me as no fewer than 3 people had told me it was a minor has cap issue prior to me signing. However, I just wanted my car fixed, so I let it slide. He, like the GM, advised me it was a complete engine assembly and it was a 2 day job where they lift the old engine out and drop the new one in. I figured he was over simplifying things a bit, but I took him at his word (why?).

Along comes Wednesday afternoon and I still hadn't heard anything from the service department, so I called to check on the progress. I figured since I was quoted with a 2 day job on a monday morning that Wednesday was fair expectation on my part. I spoke to my service advisor who told me that they had the old engine apart and they were hoping for Friday. I asked what was taking so long and he advised me that it was a big job and was a little surprised that I thought I would have it back so soon. I told him that I hoped to have it back by the weekend as I would be going out of town. He said that's what they were aiming for.

Friday arrived and I was getting anxious. I called and spoke to my service advisor again. He said that one of the techs had mentioned something to him about the status during their busy morning drive through and he had to get an update. I told him I needed my golf clubs out of the trunk and I would have to come down to retrieve them. He was fine with this and promised me an update when I came down. I arrived at the service department and my sales guy cracked a joke that I should have business cards I was there so much (haha?). The service advisor told me that there were metal shavings in the oil pump and it would also need to be replaced. He also informed me that they were on an 8 week backorder from Korea. He told me that they went to bat for me and were going to have a complete engine shipped instead as they weren't prepared to have me wait 8 weeks. Confused by this I explained that I was told I was a complete engine to begin with by both the GM and VP. He said no, what the had was the short block and they would need to use existing parts from the other engine. He took me inside the shop and showed me the rebuilt engine on a stand and pointed to what had been replaced and what was existing. I asked to see my car so I could retrieve my golf clubs. We met at the back of the lot where my car was parked. He opened the trunk and there were no clubs (I had taken them out and stored them in my garage) but there were DOZENS of engine parts being stored in my trunk. No tarp, no plastic right on top of my booster cables and directly on the trunk upholstery. I also needed my sunglasses from the console and there were parts being stored in the interior as well. I cooly said to my service advisor "wow, what a mess" but I was saving my anger for the son of a bitch GM who lied to me. On my ride home I called him and told him everything that had occurred. He advised me that he wasn't aware of any delays in the service. I told him I wanted the vehicle replaced. He said he would ge started on the process.

As aforementioned I was leaving out of town for the weekend. He called me on a Saturday and as I was on a golf course, I missed his call. He did leave me a message saying that they had talked to the bank about getting the loan switched over and he wanted to explain the process. I couldn't get back in touch with him that day unfortunately.

On Monday I was called by the new vehicle manager who wanted me to come down after work. He offered me the the only 4.6L with tech they had on the lot which was Blue/Beige. I advised him that I wanted a black interior and I would accept white, grey, silver or black as exterior colors. He said that it would take a 48hrs to get one in but he located 2 at dealerships within the province and he would be in contact with me within a day. I hadn't heard from him so I called him. He said he was attempting to locate one from a Hyundai storage compound as it would save money vs. Getting one from another dealer. Whatever, just figure it out. A day later he called me down again.

We went into an office and he asked me why I wouldn't be interested in keeping the Genesis I purchased considering it has $7000 worth of accessories that I would be giving up in favor of a replacement. I told him that I had lost patience with the repair process as well as the poor care and lack of respect my car was being shown while in their facility. He rarer rudley responded that they couldn't have parts lying around their shop and they had to be stored somewhere. He also said that the techs know how to do their job and I shouldn't question it. I said that I purchased a beautiful new car and that's what I wanted. He then dropped a bomb on me that I was going to have pay $2000 additional out of pocket to have a car brought in, in the colour combination I had requested. I asked why and his response was that they would have to reimburse the dealers profit and I would be covering it. I advised him that I work in customer service and what he just suggested was ridiculous. I told him I wouldn't pay it and he then rather bluntly told me tha my issue was a warranty issue and that they were not responsible for the enine failure. I asked for further compensation and he said that there would be no more freebies. I told him I was not satisfied and asked him to see the condition of my car.

I filed a complaint with the BBB and the Alberta Motor Vehicle Industry Coumcil (AMVIC). The BBB did not help and AMVIC stated they couldn't force the dealership to replace the car. I researched laws in Alberta and Northstar clearly violated the fair trade act of Alberta which states "an automotive business sells a vehicle, which it knows, or ought to know has a substantial defect to a person knowing the person has purchased the vehicle for transportation purposes" as well as "An automotive business seriously misrepresents the condition of the vehicle during the course of selling the vehicle" are violations. Both apply to my situation, however AMVIC states that as long as they were willing to fix the vehicle, there is nothing they can do. I asked why there are laws if they don't allow consumers to seek a refund. I obviously wouldn't have purchased the vehicle if they had demonstrated respect for the law! There are no repercussions to the dealership.

I have my car back and although it took roughly a month before I got it back, I am in love with it. It is running great now and I hope it does for many years to come. thanks for reading my story!

 

[tonygxp]

wow. all i can say is wow. something good will come from this. everyone spends their time in the wheelbarrow you are now out of it, glad you made it through. What a difference good customer service makes man. i had a sort of similar situation when i picked up an '11 V6 tech black with tan interior. had it a full day then noticed a funny vibration on the hwy, almost like a wheel out of balance (long story short) by the end of that day i was in an '11 4.6 without a penny out of pocket. Lester Glenn Toms River, NJ. shame on me for almost owning the 3.8 as after i had the 4.6 for a day i couldn't imagine NOT having it lol.
Also don't feel bad about the paint sealant, etc. i bought it too. i only paid like $200 for it and the interior protection (but i bought it mostly for the leather care part of it, all it takes is one good spill to screw it up, plus when i bought it i had the tan interior, the 4.6 i ended up with has the black. i probably wouldn't have bothered).

Enjoy your car man, Canada is rough on their consumer protection i see?

 

[Johnboy2k10]

Yeah, AMVIC is almost a conflict of interest. It seems to be there as much to protect the industry from lawsuits and the like.

I also bought the paint/interior protection for the same reasons. If the paint oxidizes or bird poop stains it, they repaint it. Same for the leather protection, they'll replace it if it becomes stained. I have no regrets on that. It's pennies a month for peace of mind.

 

[BacktoHyundaibychoice]

Holy crap, what a story!
You have the patience of a saint.

 

[Matt Z]

It seems that no matter how great a car can be, the dealer/service makes all the difference in the world!

 

[Aquineas]

JohnnyBoy2k10, what you've put up with is epic. I'm really sorry you've had such a bad time, while at the same time I'm happy you love the car.

Have you gotten in touch with Hyundai Canada? This kind of behaviour is not only ridiculous, but also detrimental to Hyundai's goal of expanding their luxury business.

 

[ifonline]

I also bought the paint/interior protection for the same reasons. If the paint oxidizes or bird poop stains it, they repaint it. Same for the leather protection, they'll replace it if it becomes stained.

First, I'm glad everything is (it seems) worked out to your satisfaction. That's what's most important. However, I just need to ask... with everything you have been through already, do you honestly believe what you have written (and I quoted above)?

 

[homeofstone]

First, I'm glad everything is (it seems) worked out to your satisfaction. That's what's most important. However, I just need to ask... with everything you have been through already, do you honestly believe what you have written (and I quoted above)?

I agree the repaint and etc is hard to believe. Better read all the fine print very carefully.

______________________________

Help support this site so it can continue supporting you!

 

[homeofstone]

Yeah, AMVIC is almost a conflict of interest. It seems to be there as much to protect the industry from lawsuits and the like.

I also bought the paint/interior protection for the same reasons. If the paint oxidizes or bird poop stains it, they repaint it. Same for the leather protection, they'll replace it if it becomes stained. I have no regrets on that. It's pennies a month for peace of mind.

How many years is the paint protection for? If unlimited I would want that since I have kept some vehicles 15 or more years.

 

[timc1475]

How many years is the paint protection for? If unlimited I would want that since I have kept some vehicles 15 or more years.

Dealer sealant I am suspicious of:
1.) Do they really do it?
2.) I wonder about the real quality of their product.
3.) Was their product applied to exact specs as good as I would have done it being "my" car. (Doubt it)

Therefore I do it myself. Below is a link to a Permanet product but talk to the tech person there before ordering to get details and a better buy:

http://www.autogeek.net/optimum-opti-coat.html

 

[dg_moore]

Dealer sealant I am suspicious of:
1.) Do they really do it?
2.) I wonder about the real quality of their product.
3.) Was their product applied to exact specs as good as I would have done it being "my" car. (Doubt it)

Therefore I do it myself. Below is a link to a Permanet product but talk to the tech person there before ordering to get details and a better buy:

http://www.autogeek.net/optimum-opti-coat.html

I'm reminded of a great Car Talk show I heard a while ago. A caller asked about dealer paint protection and Click n Clack said paint protection is the greatest product dealers have ever offered. It is invisible, there is no way to tell if it's been applied, and the profit margin is 99%.

 

[Mark_888]

I'm reminded of a great Car Talk show I heard a while ago. A caller asked about dealer paint protection and Click n Clack said paint protection is the greatest product dealers have ever offered. It is invisible, there is no way to tell if it's been applied, and the profit margin is 99%.

Back in the 1992 when Japanese import quotas were still in effect, and list price was a good price, I bought a Toyota Camry and the regional distributor/importer (the infamous Gulf States Toyota, which is not owned by Toyota) added a $500 paint protection option to the car, and they didn't even bother claiming that it was applied. There was a plastic bottle containing some kind of paint sealant in the glove box. I refused to pay over Toyota list price and I never applied the sealant.

 

[YEH]

Wow!

Now that's a crappy dealer w/ a slimeball GM.

 

[Mark_888]

Fargo (1996):

Irate Customer: [sitting with wife and talking to Jerry Lundegarrd]
We sat right here in this room and went over this [during previous visit to dealer].

Jerry Lundegaard: Yah, but that TruCoat...

Irate Customer: I said I didn't want any TruCoat.

Jerry Lundegaard: Yah, but I'm saying, that TruCoat, you don't get it, you get oxidation problems...

Irate Customer: You're sitting there talking in circles like we didn't go over this already!

Jerry Lundegaard: Yeah, but this TruCoat...

Irate Customer: We had a deal for $. Darned if you didn't tell me you'd get me this car without the sealant for $.

Jerry Lundegaard: All right, I'm not saying I didn't.

Irate Customer: You called me and said you had "it."
"Ready to make delivery" you says.
And here you are and you're wasting my time and my wife's time.
And I'm [only] paying $ for this vehicle here!

Jerry Lundegaard: All right. I'll talk to my boss.
[Jerry stands up, about to leave the room]
See, they install that TruCoat at the factory. There's nothing we can do.
But I'll talk to my boss.

Irate Customer: [talking to his wife]
These guys here. These guys. It's always the same. It's always more.

[Jerry Lundegaard leaves the room and goes into a another office, pretending to talk to his manager]

Jerry Lundegaard: [talking to another salesman who is watching a football game on TV]
You going to the Gophers on Sunday?

Other Salesman: Oh, you betcha.

Jerry Lundegaard: You wouldn't have an extra ticket?

Other Salesman: You kiddin'?

Jerry Lundegaard: [Jerry returns to room with customer and his wife, with big smile on his face]:
Well. He's never done this before [referring to nonexistent manager], but seein' as it's special circumstances an' all...
He says I can knock $100 off that TruCoat.

Irate Customer: One hundred?
You lied to me, Mr Lundegaard.
You're a bald-faced liar.

Irate Customer’s wife: Bucky, please!

Irate Customer: A... f__king liar.

Irate Customer’s wife: Bucky, please!

Irate Customer: Where's my goddamn checkbook?
Let's get this over with, Where is it?

 

[Johnboy2k10]

It's unlimited and it needs to be reapplied every 24 months. Not sure why they would have me return to apply nothing.

Again, I'm not defending myself here. I bought it for peace of mind.

 

[ilovemygenesis]

Sorry for the lack of update; this was something I just needed to step away from for a bit.

First of all, thanks to those of you who empathized with my situation. It made a big difference in my stress level. To those of you that chastised me for buying this vehicle in the first place, I thank you too. You're right, I made a big mistake and it was one I will definitely learn from.

So where we left of was that I needed an engine replacement. I became accepting of this and was eager to get this resolved. I received a call from the dealership's GM who invited me down to talk about compensation. His first offer was a nice dinner out. I advised him that I wanted the rims I thought I was supposed to get. He showed me our negotiating paper and there was indeed nothing written about wheels/rims with the winter tires. However I was unwaivering that the sales guy told me that's what it came with. He agreed to order me a second set of rims, but they wouldn't be Gen rims. I received some generic gun metal grey Hyundai rims, which aren't all that bad looking and for winter rims, I am not unsatisfied. After this the GM told me that the engine had arrived and they had arranged a rental for me that the dealership was going to cover (they didn't have insurance for loaners). He explained to me that it was a completed engine assembly and the work would take a couple of days to complete. This was on a Monday morning. I left my keys and got in a Santa Fe with my original sales person who would take me to the car rental facility (that was ironically located within a dodge dealership). Prior to leaving the Northstar Hyundai lot, we were stopped by the Vice President of the auto group who drove my Gen as a demo. He said that he had driven the car for about 1200km with the check engine light on and figured it had something to do with the remote start being a botched install. This aggravated me as no fewer than 3 people had told me it was a minor has cap issue prior to me signing. However, I just wanted my car fixed, so I let it slide. He, like the GM, advised me it was a complete engine assembly and it was a 2 day job where they lift the old engine out and drop the new one in. I figured he was over simplifying things a bit, but I took him at his word (why?).

Along comes Wednesday afternoon and I still hadn't heard anything from the service department, so I called to check on the progress. I figured since I was quoted with a 2 day job on a monday morning that Wednesday was fair expectation on my part. I spoke to my service advisor who told me that they had the old engine apart and they were hoping for Friday. I asked what was taking so long and he advised me that it was a big job and was a little surprised that I thought I would have it back so soon. I told him that I hoped to have it back by the weekend as I would be going out of town. He said that's what they were aiming for.

Friday arrived and I was getting anxious. I called and spoke to my service advisor again. He said that one of the techs had mentioned something to him about the status during their busy morning drive through and he had to get an update. I told him I needed my golf clubs out of the trunk and I would have to come down to retrieve them. He was fine with this and promised me an update when I came down. I arrived at the service department and my sales guy cracked a joke that I should have business cards I was there so much (haha?). The service advisor told me that there were metal shavings in the oil pump and it would also need to be replaced. He also informed me that they were on an 8 week backorder from Korea. He told me that they went to bat for me and were going to have a complete engine shipped instead as they weren't prepared to have me wait 8 weeks. Confused by this I explained that I was told I was a complete engine to begin with by both the GM and VP. He said no, what the had was the short block and they would need to use existing parts from the other engine. He took me inside the shop and showed me the rebuilt engine on a stand and pointed to what had been replaced and what was existing. I asked to see my car so I could retrieve my golf clubs. We met at the back of the lot where my car was parked. He opened the trunk and there were no clubs (I had taken them out and stored them in my garage) but there were DOZENS of engine parts being stored in my trunk. No tarp, no plastic right on top of my booster cables and directly on the trunk upholstery. I also needed my sunglasses from the console and there were parts being stored in the interior as well. I cooly said to my service advisor "wow, what a mess" but I was saving my anger for the son of a bitch GM who lied to me. On my ride home I called him and told him everything that had occurred. He advised me that he wasn't aware of any delays in the service. I told him I wanted the vehicle replaced. He said he would ge started on the process.

As aforementioned I was leaving out of town for the weekend. He called me on a Saturday and as I was on a golf course, I missed his call. He did leave me a message saying that they had talked to the bank about getting the loan switched over and he wanted to explain the process. I couldn't get back in touch with him that day unfortunately.

On Monday I was called by the new vehicle manager who wanted me to come down after work. He offered me the the only 4.6L with tech they had on the lot which was Blue/Beige. I advised him that I wanted a black interior and I would accept white, grey, silver or black as exterior colors. He said that it would take a 48hrs to get one in but he located 2 at dealerships within the province and he would be in contact with me within a day. I hadn't heard from him so I called him. He said he was attempting to locate one from a Hyundai storage compound as it would save money vs. Getting one from another dealer. Whatever, just figure it out. A day later he called me down again.

We went into an office and he asked me why I wouldn't be interested in keeping the Genesis I purchased considering it has $7000 worth of accessories that I would be giving up in favor of a replacement. I told him that I had lost patience with the repair process as well as the poor care and lack of respect my car was being shown while in their facility. He rarer rudley responded that they couldn't have parts lying around their shop and they had to be stored somewhere. He also said that the techs know how to do their job and I shouldn't question it. I said that I purchased a beautiful new car and that's what I wanted. He then dropped a bomb on me that I was going to have pay $2000 additional out of pocket to have a car brought in, in the colour combination I had requested. I asked why and his response was that they would have to reimburse the dealers profit and I would be covering it. I advised him that I work in customer service and what he just suggested was ridiculous. I told him I wouldn't pay it and he then rather bluntly told me tha my issue was a warranty issue and that they were not responsible for the enine failure. I asked for further compensation and he said that there would be no more freebies. I told him I was not satisfied and asked him to see the condition of my car.

I filed a complaint with the BBB and the Alberta Motor Vehicle Industry Coumcil (AMVIC). The BBB did not help and AMVIC stated they couldn't force the dealership to replace the car. I researched laws in Alberta and Northstar clearly violated the fair trade act of Alberta which states "an automotive business sells a vehicle, which it knows, or ought to know has a substantial defect to a person knowing the person has purchased the vehicle for transportation purposes" as well as "An automotive business seriously misrepresents the condition of the vehicle during the course of selling the vehicle" are violations. Both apply to my situation, however AMVIC states that as long as they were willing to fix the vehicle, there is nothing they can do. I asked why there are laws if they don't allow consumers to seek a refund. I obviously wouldn't have purchased the vehicle if they had demonstrated respect for the law! There are no repercussions to the dealership.

I have my car back and although it took roughly a month before I got it back, I am in love with it. It is running great now and I hope it does for many years to come. thanks for reading my story!

Wow dude, just wow!!! Now i know why people get caught up in reality shows,lol As others have said before, I'm glad you got satisfaction in the end cuz that is what's important. Couple of questions:

1. I take it you didn't get the rims you wanted, did they comp you for the difference
2. Did you ever get the remote starter?
3. The dealer said you got $7,000 worth of addons, was this directly factored in the price of the car you negotiated?
4. Were the rims, remote starter, and tints really worth $7,000?
5. I hope you don't get your car serviced there do you?

I know how it feels to get excited about a car, but buying a car the same day you see it is not good. I went to 4 dealerships and took a month of negotiating before i got my car but i would have loved to drive it the first day. I have learned so much from your story it's not even funny. I am fighting with my dealer for everything next time even free pens,lol

Happy Motoring!!!

 

[Glashub]

Fargo (1996):

Irate Customer: [sitting with wife and talking to Jerry Lundegarrd]
We sat right here in this room and went over this [during previous visit to dealer].

Jerry Lundegaard: Yah, but that TruCoat...

Irate Customer: I said I didn't want any TruCoat.

Jerry Lundegaard: Yah, but I'm saying, that TruCoat, you don't get it, you get oxidation problems...

Irate Customer: You're sitting there talking in circles like we didn't go over this already!

Jerry Lundegaard: Yeah, but this TruCoat...

Irate Customer: We had a deal for $. Darned if you didn't tell me you'd get me this car without the sealant for $.

Jerry Lundegaard: All right, I'm not saying I didn't.

Irate Customer: You called me and said you had "it."
"Ready to make delivery" you says.
And here you are and you're wasting my time and my wife's time.
And I'm [only] paying $ for this vehicle here!

Jerry Lundegaard: All right. I'll talk to my boss.
[Jerry stands up, about to leave the room]
See, they install that TruCoat at the factory. There's nothing we can do.
But I'll talk to my boss.

Irate Customer: [talking to his wife]
These guys here. These guys. It's always the same. It's always more.

[Jerry Lundegaard leaves the room and goes into a another office, pretending to talk to his manager]

Jerry Lundegaard: [talking to another salesman who is watching a football game on TV]
You going to the Gophers on Sunday?

Other Salesman: Oh, you betcha.

Jerry Lundegaard: You wouldn't have an extra ticket?

Other Salesman: You kiddin'?

Jerry Lundegaard: [Jerry returns to room with customer and his wife, with big smile on his face]:
Well. He's never done this before [referring to nonexistent manager], but seein' as it's special circumstances an' all...
He says I can knock $100 off that TruCoat.

Irate Customer: One hundred?
You lied to me, Mr Lundegaard.
You're a bald-faced liar.

Irate Customer’s wife: Bucky, please!

Irate Customer: A... f__king liar.

Irate Customer’s wife: Bucky, please!

Irate Customer: Where's my goddamn checkbook?
Let's get this over with, Where is it?

Classic. The making of a sitcom. Great dialogue.

 

[Johnboy2k10]

Wow dude, just wow!!! Now i know why people get caught up in reality shows,lol As others have said before, I'm glad you got satisfaction in the end cuz that is what's important. Couple of questions:

1. I take it you didn't get the rims you wanted, did they comp you for the difference
2. Did you ever get the remote starter?
3. The dealer said you got $7,000 worth of addons, was this directly factored in the price of the car you negotiated?
4. Were the rims, remote starter, and tints really worth $7,000?
5. I hope you don't get your car serviced there do you?

I know how it feels to get excited about a car, but buying a car the same day you see it is not good. I went to 4 dealerships and took a month of negotiating before i got my car but i would have loved to drive it the first day. I have learned so much from your story it's not even funny. I am fighting with my dealer for everything next time even free pens,lol

Happy Motoring!!!

1. They weren't what I wanted, but they're OK. They didn't comp me the difference.
2. Yes. My sales guy gave it to me when I first met with the GM.
3&4. They weren't itemized on the bill of sale, but I was told ahead before we began the negotiation that it came with tinted windows, winter tires (which later the GM told me were worth $2400 on their own which I highly doubt), remote start, and KDM badging. The rims were included in that, but I haven't priced those out. Let me put it this way... when I was negotiating I wasn't thinking they were worth $7000. To me they were nice add ons.... not must haves.
5. I do, because I get lifetime free oil changes. I am going to take full advantage of that. Anything else I will be going elsewhere.

What also sucks is that this wasn't the first Hyundai Dealership I went to. I just wanted to test drive the 4.6 and at Westend Hyundai in Edmonton, they all but shooed me off the lot. I asked to test drive it, they asked me what I had for a trade in. I said, I would like to take a test drive, not purchase a vehicle. He said he had a doctor coming to test drive it so I couldn't. I was pretty insulted that he wouldn't even unlock the door for me. Additionally they only had an 09 on the lot and I told him I wanted an 11 and he said there were no differences. He insulted me and then destroyed his credibility so I left.