You may think you have found the worst dealer in the US but let me spin this for you. Sept 15 I decided to trade my 2006 Dodge Hemi RT for a new Genesis. Went on line at the site for the closest dealer to me and got there number and placed a call and ask for price and if they had the new Genesis. All is good so far they requested I fill out an on-line credit pre-approval which I did and then gave them a call back to see if they had received it and was told my credit was excellent and when did I want to make the trade? I informed them I had an appointment in LA and would be back mid morning to Victorville and to have the contract ready so I did not have to be tied up so long, we had agreed on a price for my trade in so I ask to have the contract ready to save us both time. I arrived at the dealership around 11:00am and ask for the salesman I had talked to and they acted as if they knew nothing I was talking about but said they would take care of me and the wait began. Finally after telling the sales person I wanted my Charger keys so I could leave they got the Sales Manager and he said he remembered the credit report and just wanted me to fill out a paper Application now, I refused and raised hell until they got me calm enough to allow them to do the filling out part.
So now we have a deal and the contract was filled out and signed by both my wife and myself. We were given an interest rate of 5.9% as the Contract stated. Three days later, I receive a call from the Finance person telling me we need to come in as soon as possible and sign a new contract from a different lender at an interest rate of 6.35%. At first, my wife said she was not going to sign another contract and I should have listened to her as we had a valid, legal signed contract for an interest rate of 5.9%. Finally relenting, my wife and I returned to the dealership (another 60 mile round trip) to re-sign a new contract for a higher interest rate. Knowing how unhappy we were and still nothing was attempted to appease us in any way whatsoever. We were even charged $18 for a rental car and never even asked if they could reimburse us for this cost. (By the way, this car was purchased with the full extended bumper-to-bumper extended warranty plus the extra warranty.) Two weeks later, the car now has 400 miles on it and I go to put gas in and the fuel door will not open when pushing the fuel door switch. So, I finally found the emergency trip wire in the trunk and was able to fuel the car. I called the dealership and was told to bring the car in (another 60 miles round-trip for me). Upon doing some investigating, I knew it had to be either the solenoid or the switch that was bad and I was really concerned about removing the door panel just because of the extensive wiring in the door. The service department assured me they would have a switch removed from another new car if needed so I would not be without my car (again). Four hours later, with me still at the dealership, I was informed that the problem was too much dielectric grease on the switch and they had cleaned the contact and now the system was functioning properly EXCEPT the fact that when they went to re-install the switch, they broke off one of the clips that holds it in place on the door panel. So now we are in a rental again. A new switch had to be ordered as the service technician said he did not want to take the part off a new vehicle to put on our new vehicle (I can't blame him for this). Back to the rental store and driving home in a "tin box" rental vehicle. Late the next afternoon I am told to come get my car -- it's ready -- another 60 mile trip! Upon arrival at the dealership, my car was cleaned and the fuel door worked. Unhappy and angry, I return home with nothing more than an "I'm sorry" from the Service Department.
The next day I go to a local store and try to lock the car. All locks function properly except for the DRIVER'S DOOR ... it will not lock and I had to use a key. So now I am on the phone to the dealership again telling them I cannot lock my Driver's door. They said, "Bring it in." I decided after seeing their filthy service department and knowing full well that whatever was wrong with my Driver's door lock was caused by their Service Department, I decided to call Hyundai Customer Service who put me in touch with the Genesis team.
I informed them of the experience I had with this dealership and no longer wanted anything to do with them. The Genesis team told me I would be contacted by a Scott Snyder, District Parts and Service Manager for Southern California. Four days later, I receive a call from the Genesis team leader and she wanted me to be in conference with her and Scott Snyder. Scott was a total waste of my time! He asked me what I wanted and I said, "I want you to come out to my house and fix my car since I now have 400 miles on my car from being serviced alone." He is quick to tell me "That AIN'T going to happen!" I was quick to hang up on him! I then contacted Hyundai again and was given the name of Pete Anderson who is the District Parts and Service for the mid-California area. He got me an appointment with Rally Hyundai in Palmdale, CA (which is 180 miles round-trip for me).
Upon arrival at Rally Hyundai, I was treated well by the dealership and my wife and I took the shuttle to breakfast. Two hours later we receive a call that the car is ready to be picked up. They sent a shuttle to pick us up and brought us back to the dealership where they informed me that the problem was the FUSE that controlled that doorlock -- it had been removed and put back in a non-functioning slot on the fuse panel. Also telling me they saw bubbles in my window tint which was done by the Victorville Hyundai and I should give them a call and make them aware that if it gets worse, they would re-do the tinting for me. I have yet to receive so much as a PHONE CALL from Hyundai apologizing and asking me what they could do to make this an acceptable experience. I must tell you that only one person, Mr. Pete Anderson, has ever given me any satisfaction! \
My car now sits in our garage with 700 miles on it (most of these miles put on the vehicle only for it to be serviced!) You may wonder why I am spilling the beans to anyone other than Hyundai, but I am doing this in hopes that it will get the attention of someone higher in the Genesis chain. In a time when 18 dealerships in our area alone have gone under the past two weeks, I would think the dealers would be trying to see that customers have a GOOD experience with their dealership! So be forewarned, if you are thinking of a Hyundai or a Kia, stay away from VICTORVILLE HYUNDAI/KIA on Palmdale Road in Victorville, California!
Dr. Rev. Gary L. Walton (Barstow, CA)
So now we have a deal and the contract was filled out and signed by both my wife and myself. We were given an interest rate of 5.9% as the Contract stated. Three days later, I receive a call from the Finance person telling me we need to come in as soon as possible and sign a new contract from a different lender at an interest rate of 6.35%. At first, my wife said she was not going to sign another contract and I should have listened to her as we had a valid, legal signed contract for an interest rate of 5.9%. Finally relenting, my wife and I returned to the dealership (another 60 mile round trip) to re-sign a new contract for a higher interest rate. Knowing how unhappy we were and still nothing was attempted to appease us in any way whatsoever. We were even charged $18 for a rental car and never even asked if they could reimburse us for this cost. (By the way, this car was purchased with the full extended bumper-to-bumper extended warranty plus the extra warranty.) Two weeks later, the car now has 400 miles on it and I go to put gas in and the fuel door will not open when pushing the fuel door switch. So, I finally found the emergency trip wire in the trunk and was able to fuel the car. I called the dealership and was told to bring the car in (another 60 miles round-trip for me). Upon doing some investigating, I knew it had to be either the solenoid or the switch that was bad and I was really concerned about removing the door panel just because of the extensive wiring in the door. The service department assured me they would have a switch removed from another new car if needed so I would not be without my car (again). Four hours later, with me still at the dealership, I was informed that the problem was too much dielectric grease on the switch and they had cleaned the contact and now the system was functioning properly EXCEPT the fact that when they went to re-install the switch, they broke off one of the clips that holds it in place on the door panel. So now we are in a rental again. A new switch had to be ordered as the service technician said he did not want to take the part off a new vehicle to put on our new vehicle (I can't blame him for this). Back to the rental store and driving home in a "tin box" rental vehicle. Late the next afternoon I am told to come get my car -- it's ready -- another 60 mile trip! Upon arrival at the dealership, my car was cleaned and the fuel door worked. Unhappy and angry, I return home with nothing more than an "I'm sorry" from the Service Department.
The next day I go to a local store and try to lock the car. All locks function properly except for the DRIVER'S DOOR ... it will not lock and I had to use a key. So now I am on the phone to the dealership again telling them I cannot lock my Driver's door. They said, "Bring it in." I decided after seeing their filthy service department and knowing full well that whatever was wrong with my Driver's door lock was caused by their Service Department, I decided to call Hyundai Customer Service who put me in touch with the Genesis team.
I informed them of the experience I had with this dealership and no longer wanted anything to do with them. The Genesis team told me I would be contacted by a Scott Snyder, District Parts and Service Manager for Southern California. Four days later, I receive a call from the Genesis team leader and she wanted me to be in conference with her and Scott Snyder. Scott was a total waste of my time! He asked me what I wanted and I said, "I want you to come out to my house and fix my car since I now have 400 miles on my car from being serviced alone." He is quick to tell me "That AIN'T going to happen!" I was quick to hang up on him! I then contacted Hyundai again and was given the name of Pete Anderson who is the District Parts and Service for the mid-California area. He got me an appointment with Rally Hyundai in Palmdale, CA (which is 180 miles round-trip for me).
Upon arrival at Rally Hyundai, I was treated well by the dealership and my wife and I took the shuttle to breakfast. Two hours later we receive a call that the car is ready to be picked up. They sent a shuttle to pick us up and brought us back to the dealership where they informed me that the problem was the FUSE that controlled that doorlock -- it had been removed and put back in a non-functioning slot on the fuse panel. Also telling me they saw bubbles in my window tint which was done by the Victorville Hyundai and I should give them a call and make them aware that if it gets worse, they would re-do the tinting for me. I have yet to receive so much as a PHONE CALL from Hyundai apologizing and asking me what they could do to make this an acceptable experience. I must tell you that only one person, Mr. Pete Anderson, has ever given me any satisfaction! \
My car now sits in our garage with 700 miles on it (most of these miles put on the vehicle only for it to be serviced!) You may wonder why I am spilling the beans to anyone other than Hyundai, but I am doing this in hopes that it will get the attention of someone higher in the Genesis chain. In a time when 18 dealerships in our area alone have gone under the past two weeks, I would think the dealers would be trying to see that customers have a GOOD experience with their dealership! So be forewarned, if you are thinking of a Hyundai or a Kia, stay away from VICTORVILLE HYUNDAI/KIA on Palmdale Road in Victorville, California!
Dr. Rev. Gary L. Walton (Barstow, CA)
