Sharing Dealer Service Experience

[niteflite]

I noticed new noise when accelerating at slow speed. Online research made me think it could be the pulley but i took the dealer. Of course they say they can't duplicate the noise. I had to get service foreman in the car and drive for a mere 100 meters before he acknowledged it (why couldn't they duplicate something so obvious?). that wasted an hour of my time waiting for them to get to it and going for the extra ride.

they wound up saying it was the ac compressor and they replaced it.

the drive home i hear some new grinding and noise. didn't make much of it especially since it was late in the day and i had just spent three hours at the dealer. the drive into work i still hear some noise, it's really loud and obnoxious at times. i started getting a little worried. when i got in the car to come home the engine started fine but the wheel wouldn't turn. was considering calling a tow truck but decided to let it warm up and the wheel turned a little better. couldn't take the car in that day. managed to do so the next day. fortunately the drive there is mostly in a straight line. i couldn't get into the dealer lot in one turn..had to reverse and use my biceps to turn.

so anyway, they said it was the power steerling reservoir that had not been secured so most of the fluid leaked. they said ok, come back and get it. no apology, no thorough or semi thorough explanation of what they did wrong until i had to ask over and over.

and to add insult to injury, when i went to pick up the car, they can't find the key an started to make me a new key. but the guy was on hold forever trying to program it...before a mechanic drove by saying he had found the key.

oh, and on top of that - when they first called me telling me to come get the car, i said i am not going until i get someone to tell me what they did wrong the first time. the guy's response is he needs the loaner back since the car is ready. so that's what i get for buying this luxury car - a shoddy job on something that shouldn't be a problem, a non-apology, them wanting to get the loaner back asap, and wasting another hour while they look for a key they lost.

 

[Nikgen]

I noticed new noise when accelerating at slow speed. Online research made me think it could be the pulley but i took the dealer. Of course they say they can't duplicate the noise. I had to get service foreman in the car and drive for a mere 100 meters before he acknowledged it (why couldn't they duplicate something so obvious?). that wasted an hour of my time waiting for them to get to it and going for the extra ride.

they wound up saying it was the ac compressor and they replaced it.

the drive home i hear some new grinding and noise. didn't make much of it especially since it was late in the day and i had just spent three hours at the dealer. the drive into work i still hear some noise, it's really loud and obnoxious at times. i started getting a little worried. when i got in the car to come home the engine started fine but the wheel wouldn't turn. was considering calling a tow truck but decided to let it warm up and the wheel turned a little better. couldn't take the car in that day. managed to do so the next day. fortunately the drive there is mostly in a straight line. i couldn't get into the dealer lot in one turn..had to reverse and use my biceps to turn.

so anyway, they said it was the power steerling reservoir that had not been secured so most of the fluid leaked. they said ok, come back and get it. no apology, no thorough or semi thorough explanation of what they did wrong until i had to ask over and over.

and to add insult to injury, when i went to pick up the car, they can't find the key an started to make me a new key. but the guy was on hold forever trying to program it...before a mechanic drove by saying he had found the key.

oh, and on top of that - when they first called me telling me to come get the car, i said i am not going until i get someone to tell me what they did wrong the first time. the guy's response is he needs the loaner back since the car is ready. so that's what i get for buying this luxury car - a shoddy job on something that shouldn't be a problem, a non-apology, them wanting to get the loaner back asap, and wasting another hour while they look for a key they lost.

What dealer was this so folks here can avoid going there?

 

[niteflite]

since this is the closest one to me by far, I will have to keep going there. car's still under warranty for several years since it's a Hyundai haha. it's in the mid-atlantic...near the nation's capital. been in business since the Hyundai excel days.

this and previous experiences here makes me feel they (the dealer, and possibly Hyundai as a company, too) are FAR OFF from being comparable to a more mainstream manufacture like Toyota or Honda. it's not just the incidents I shared above but the overall feeling I get walking into the dealer, general interaction with their customer facing people in person or over the phone, the service manager, how they hold (or don't hold) themselves accountable. it's not that Honda or Toyota or lexus are perfect but these guys at the local Hyundai dealer seem noticeably less professional

 

[Aquineas]

Niteflite, that sucks completely. But I agree with Nikgen that you should publicize it; HMA monitors these forums, and this kind of behavior on their part will factor into whether or not they get to sell the new Genesis brand.

 

[landtuna]

On the other side of the coin, I have taken my Genny to a local dealer just two times (for warranty work) but both times the work was done correctly the first time, it was ready when they said it would be and the car came back washed and cleaned. Their facilities for waiting are first class and their people (sales and service) are also very easy to deal with. Unfortunately it isn't the closest to my house but it is worth the trip.

Earnhardt North Scottsdale
Scottsdale, AZ

 

[iSOBigD]

it's not that Honda or Toyota or lexus are perfect but these guys at the local Hyundai dealer seem noticeably less professional

Try not to take it too hard since they don't work for Hyundai. They work for whoever owns that dealership, which has nothing to do with the company making the cars. They're just a garage just like any no-name one.

In and around Montreal we have tons of dealerships all owned by different people, all charging different prices and offering different levels of service. The one close to me had very nice customer service people, but I did not get the feeling that the mechanics knew much and they took like 3h to change my oil and check out some things I asked them to look at just go "oh yeah we didn't notice anything wrong".

I had to go and physically point out the rear sun shade rattle because when they checked it they "didn't notice" an issue despite an obvious buzzing noise back there. Their level of knowledge, experience and caring just varies but it's nothing to do with Hyundai since there's no law saying hyundai dealer mechanics need to be at a certain level or have customer service skills.

 

[niteflite]

yes, some valid points but the dealership is being allowed by Hyundai the corporation to sell and service their vehicles. they've got to be doing qc audits, conducting surveys. and I know they've got the consumer affairs dep which I have had to contact in the past not for my recent experience but for a sonata I leased. somehow even after that bad experience I still bought the genesis. I really like the look and features and what's on paper for the new genesis but I don't know if I want to consider buying Hyundai or even kia in the future.

Try not to take it too hard since they don't work for Hyundai. They work for whoever owns that dealership, which has nothing to do with the company making the cars. They're just a garage just like any no-name one.

In and around Montreal we have tons of dealerships all owned by different people, all charging different prices and offering different levels of service. The one close to me had very nice customer service people, but I did not get the feeling that the mechanics knew much and they took like 3h to change my oil and check out some things I asked them to look at just go "oh yeah we didn't notice anything wrong".

I had to go and physically point out the rear sun shade rattle because when they checked it they "didn't notice" an issue despite an obvious buzzing noise back there. Their level of knowledge, experience and caring just varies but it's nothing to do with Hyundai since there's no law saying hyundai dealer mechanics need to be at a certain level or have customer service skills.

 

[iSOBigD]

I really like the look and features and what's on paper for the new genesis but I don't know if I want to consider buying Hyundai or even kia in the future.

Look on the bright side, you won't buy Hyundai, you'll buy Genesis.

Also, outside of the warranty, you can maintain or repair it at any garage just like any other car. That's the only reason I personally ever went to a Hyundai dealership after buying the car.

 

[Bill K]

Some Hyundai dealerships are only qualified to fix an old Elantra, and should never sell a Genesis.