I just wanted to share my experience with you all.
I bought my Genesis from them Oct 2010 and the sales experience was wonderful. they did a great job and I was very pleased.
The issues are with the service and my last one in particular.
I had to go for a routine oil change and some minor issues that I noticed while owning the car.
The issues: oil change at specified mileage
*Trim on exterior passenger side windsheild not flush
*Noise from brake line when reversing after a cold start (loud squealing noise) that was take care of earlier in the year and was noted as a brake line issue, however it reared it's ugly head again so I wanted it fixed
*glove box not operating smoothly (during rides the latch would shift and the latch would not release properly) which was also fixed the first time I went in.
I was not able to take the car myself and my brother visiting from out of town for Summer holiday was able to take the car for me. I didn't make an appointment (my fault I understand but I didn't realize my brother could have done it that day).
My brother went to the dealership at 1 p.m. and was told there were no service people there at that time and to return at 2. My brother had to then wait for an hour to go back.
after going back he clearly explained in detail everything that was wrong with the car as I had texted him all this information and he confirmed with the Service Rep. and had it noted on the invoice.
My brother asked how long it would take but was simply told to wait in the service area. My brother had plans and had to leave at 3 with his friend.
the entire day goes by and the staff did not update myself or my brother that the car would need to remain there overnight. Had my brother been waiting a courtesy drop off/rental was not even offered. After work that day I followed up with my brother who informed me that they still hadn't called him back (7 p.m.) I called the dealership and the receptionist told me the service dept. was closed and that I would have to pick the car up the next day.
The next afternoon I called them back and spoke to a different person who promptly told me that my brother failed to give them proper explanation of the problem and they wouldn't find any trim misaligned (issue mentioned above) and that he searched the vehicle from inside but couldn't locate it. I was disappointed that knowing this they did not follow up with the customer to inquire what specifically was the problem while holding my car.
While he was on the phone with me he confirmed that he did infact now see the problem but the part was not available but would order the part for me and that the rest of the car was ready and I could pick it up. I re-confirmed the timing and was told I could pick up until 9 pm
I got home at 7 and went straight to the dealership to pick up with car with my brother and wife in tow so he could drive his own car back (I had to borrow his car while mine was at the dealership since my wife doesn't drive)
we arrive at 7:30 and there is no one at the service desk. I asked a gentleman there to assist and he was able to locate the ticket and provide me with my keys to return the car to me. I inquired if all the repairs were done or if there were any notes in the system about returning for the trim and he said there was nothing there but I could follow up with the service dept tomorrow.
I went to drive the car off the lot and noticed that there was a nasty spill inside the car which looked like spilled cola or something and was on the seats, center console, glove box, dash and carpet. I wiped most of it down but was disgusted with the fact that the car was not washed after such a clear spill and that the dealership wouldn't have informed me about this.
All this happened 3 weeks ago and I still have not heard back from the dealership about the part they ordered for my car. I am very disappointed with the service of this dealership. My brother actually made the comment that a local Chevrolet dealership has a better service dept. than this one and that for a "luxury" car this is unacceptable.
I have to admit, Hyundai may be trying very hard to sell the Genesis as an upmarket brand but the service needs a LOT of improvement. I was totally disappointed with the service. I understand it's only one dealership but that is an excuse. Hyundai needs to treat Genesis and Equus owners with a better dealership experience than this. The genesis has been out for some time and I would think that Hyundai would have a better handle on this now.
Am I out of line with higher than normal expectations? Is there another dealership in the area that any of you can recommend for service. I hate to go back to this dealership again to be treated like this when I feel that this should simply be taken care of. My experience with other dealerships (Champion/Mac Haik) have been much better.
I bought my Genesis from them Oct 2010 and the sales experience was wonderful. they did a great job and I was very pleased.
The issues are with the service and my last one in particular.
I had to go for a routine oil change and some minor issues that I noticed while owning the car.
The issues: oil change at specified mileage
*Trim on exterior passenger side windsheild not flush
*Noise from brake line when reversing after a cold start (loud squealing noise) that was take care of earlier in the year and was noted as a brake line issue, however it reared it's ugly head again so I wanted it fixed
*glove box not operating smoothly (during rides the latch would shift and the latch would not release properly) which was also fixed the first time I went in.
I was not able to take the car myself and my brother visiting from out of town for Summer holiday was able to take the car for me. I didn't make an appointment (my fault I understand but I didn't realize my brother could have done it that day).
My brother went to the dealership at 1 p.m. and was told there were no service people there at that time and to return at 2. My brother had to then wait for an hour to go back.
after going back he clearly explained in detail everything that was wrong with the car as I had texted him all this information and he confirmed with the Service Rep. and had it noted on the invoice.
My brother asked how long it would take but was simply told to wait in the service area. My brother had plans and had to leave at 3 with his friend.
the entire day goes by and the staff did not update myself or my brother that the car would need to remain there overnight. Had my brother been waiting a courtesy drop off/rental was not even offered. After work that day I followed up with my brother who informed me that they still hadn't called him back (7 p.m.) I called the dealership and the receptionist told me the service dept. was closed and that I would have to pick the car up the next day.
The next afternoon I called them back and spoke to a different person who promptly told me that my brother failed to give them proper explanation of the problem and they wouldn't find any trim misaligned (issue mentioned above) and that he searched the vehicle from inside but couldn't locate it. I was disappointed that knowing this they did not follow up with the customer to inquire what specifically was the problem while holding my car.
While he was on the phone with me he confirmed that he did infact now see the problem but the part was not available but would order the part for me and that the rest of the car was ready and I could pick it up. I re-confirmed the timing and was told I could pick up until 9 pm
I got home at 7 and went straight to the dealership to pick up with car with my brother and wife in tow so he could drive his own car back (I had to borrow his car while mine was at the dealership since my wife doesn't drive)
we arrive at 7:30 and there is no one at the service desk. I asked a gentleman there to assist and he was able to locate the ticket and provide me with my keys to return the car to me. I inquired if all the repairs were done or if there were any notes in the system about returning for the trim and he said there was nothing there but I could follow up with the service dept tomorrow.
I went to drive the car off the lot and noticed that there was a nasty spill inside the car which looked like spilled cola or something and was on the seats, center console, glove box, dash and carpet. I wiped most of it down but was disgusted with the fact that the car was not washed after such a clear spill and that the dealership wouldn't have informed me about this.
All this happened 3 weeks ago and I still have not heard back from the dealership about the part they ordered for my car. I am very disappointed with the service of this dealership. My brother actually made the comment that a local Chevrolet dealership has a better service dept. than this one and that for a "luxury" car this is unacceptable.
I have to admit, Hyundai may be trying very hard to sell the Genesis as an upmarket brand but the service needs a LOT of improvement. I was totally disappointed with the service. I understand it's only one dealership but that is an excuse. Hyundai needs to treat Genesis and Equus owners with a better dealership experience than this. The genesis has been out for some time and I would think that Hyundai would have a better handle on this now.
Am I out of line with higher than normal expectations? Is there another dealership in the area that any of you can recommend for service. I hate to go back to this dealership again to be treated like this when I feel that this should simply be taken care of. My experience with other dealerships (Champion/Mac Haik) have been much better.
