Worst Customer Experience In The Auto Market

[Mcc]

Wow, how original! Care to share any additional bon mots? We'll wait while you consult Bartlett's for another witticism that you'd like to pass along to us.

Guess that truth rsng true. Glad you appreciated it.

 

[TinsleyC]

That was pretty funny. To me, it isn't the dealership conditions (nicer dealerships would be nice), but the lack of follow up and poor communication. That will not change in a new, fancy, stand alone dealership.

Curious, what is funny about it? The buying experience it's great, and so is the service, follow up and communication. As I said, it's a great experience. They would refer to me as Mr. Xxxxx when I called (caller ID) and ask if I was calling about my G37. Not pushy and very honest.

 

[PMCErnie]

Thanks, but my suffering ended when I sold my Genesis.

I was just commiserating that you had to settle for a Maserati.

 

[PJ Genesis]

Curious, what is funny about it? The buying experience it's great, and so is the service, follow up and communication. As I said, it's a great experience. They would refer to me as Mr. Xxxxx when I called (caller ID) and ask if I was calling about my G37. Not pushy and very honest.

"I really miss that white glove experience when sitting in the service department of the Hyundai dealership getting my Genesis serviced. " This statement sounded sarcastic to me, as I can't help but think about the dingy Hyundai dealerships near me. Glad to hear your experience is much better.

 

[TinsleyC]

"I really miss that white glove experience when sitting in the service department of the Hyundai dealership getting my Genesis serviced. " This statement sounded sarcastic to me, as I can't help but think about the dingy Hyundai dealerships near me. Glad to hear your experience is much better.

Maybe my wording is off or you're reading it differently, but what I was trying to say was that I missed the great experience that Sewell Infiniti provides compared to the Hyundai service department. When sitting in the Hyundai service waiting room I felt like I was in a third world country's emergency room.

 

[PJ Genesis]

Lol, I couldn't imagine any Hyundai dealership being described as white glove, so thought it was a sarcastic comment. We're on the same page. Infiniti does a nice job too.
I don't want to sound like we're miserable with the car, our G70 is awesome. Just wish they would step up the customer service routine. Maybe when the GV80 revenue starts flowing, they'll have a better business case. But can't imagine they are starving from the KIA and Hyundai sales. They are everywhere, by the tons. They should find a way to make the Genesis experience match the car.

 

[NolaG80]

Hello Folks:
Just bought a used 2017 G80 Ultimate trim.
Have to agree that dealership experiences were in general poor while car shopping over the past 2 months.

 

[NolaG80]

Hello Folks:
Just bought a used 2017 G80 Ultimate trim.
Have to agree that dealership experiences were in general poor while car
shopping over the past 2 months regardless of dealer.

Worst:

Wallace Cadillac or Chevy who transferred a 2016 Hyundai Genesis to Wallace Hyundai in Stuart FL. I was 90 minutes away at the time, with friends and family.

Only 3 stock pics on website. I had to call to get pics.

Front bumper damage (about $650 estimate for repair on pre purchase inspection at body shop) was NEVER disclosed in advance and they expected me to pay ! Every other dealer properly fixed these issues in advance. Rear bumper had a sticker on it - who sells cars with stickers? They took sticker off and would only repair the paint damage after I bought the car - not before. ($450 repair est). Offered me $250 off the price. Am I that stupid?

Refused to address about $300.00 in mechanical / safety issues from pre purch mechanical inspection !!

-High pressure

Began at 930 am, walked out at 4-430 pm. Yes - 7 hours with these folks (had they been reasonable I would have gladly bought the car - but they clearly decided to be expletive deleteds and I took my money elsewhere) !!

-$900-1000 in added fees before the finance guy tried to add another $200-300 in bogus fees.

Got a call from the GM after leaving- another piece of slime - worse than the sales manager.

All of these issues were actually noted by others on the various car websites. Guess what, most of the sites made it difficult to see reviews of dealers. (Most postings related to other issues as well)

I sent a complaint to the BBB. Reply from dealer: we can't help everyone.

Still need to send a complaint to Hyundai.

-Internet pricing is a joke due to all of the fees - up to $2500. The salesperson at the place with the 2.5k fees took great offense when I said they should be honest about pricing.

- 26 days later the car at Wallace was back for sale on the internet websites !!

When shopping for other vehicles or brands the pricing was either very high or the sales folks tended to be useless. One guy wrote me up a bill of sale for a car we saw but he would neither open it nor let me test drive !! At a Honda dealer on a hot day I burned my hand opening the hood while the salesman had no clue how to hold the hood open and would not get out of the way so I could close the hood. Then kept calling me. Drove an hour to see a Genesis after calling ahead of time. It was in the body shop being repaired. Should have let the customer know ahead of time.

The Hyundai vs Genesis dealership issues were something I only witnessed when actually buying the car (not at Wallace). I bought the car elsewhere from the same dealership that leased it to the original owner. In late 2016 when the car was leased they also handled Genesis. I was told the owner started a separate Genesis dealership elsewhere in the region. As they were no longer a Genesis dealer they could not resolve any Genesis issues, or so I was told. The pre-purchase inspection noted only 1 issue of significance - the front wheel was ?too bouncy?. Possible shock absorber or control arm(s) issue(s). Hyundai dealer salesperson said car "should" be under warranty for this. I looked up prices on the internet. Looked like $275 or so for each of the 3 possible parts. Then I called 2 Genesis dealerships: minimum $375 for labor and up to almost $2000 in parts !! The 2 Genesis dealers would not say if the issue would be covered by warranty. I made it clear to the salesperson that this was a deal breaker. Within an hour the was on the lift and the wheel was off. The sales person, not a mechanic showed me the car. In the end, I was told a bushing? was replaced. They would not provide a written copy of the work that was done. Quite odd. In the end I bought the car, as I never noted the issue during the test drives and even in the week since the purchase I only kind of sort of noticed some bounciness on some roads. My mechanic can repair stuff if needed for less if not covered by warranty.

They did not offer to send the car to the sister Genesis dealership for the CPO. I was offered this for $1500 (after some businesslike haggling) at Wallace Hyundai. So I only have the 2nd owner portion of the Genesis warranty - seems exactly like Hyundai warranty and very similar to Kia. They wanted $3000-4000 for a third party warranty when I bought the car. I declined.

With the sale, there were questions about the service records on the car - all performed at the same dealership. They would only provide Carfax records, not the actual service history. I thought this bizarre. Salesperson said it was to protect privacy of original owner / lessor. Never got new tire information, date of install nor warranty card. Again, should be so easy to do this. Still waiting for title, etc, but that should take a month or so (I hope it is not longer).

Buying a car during covid-19: the lots are empty and the prices are high. Yet for some reason land yachts like the Genesis or G80 tank (low prices) as used cars. Lexus and Acura prices were very high. Infiniti prices were also low but they no longer make a land yacht. (Q45 owner here). There were very few Hyundai Genesis (2015-2016) or Genesis G80s (2017-2018) available in any given region as I went looking. Maybe that will change post covid.

Apologies for this long first post to the forums here.

From NOLA with love.

 

[TinsleyC]

What a nightmare. Glad I'm not in the market for a car right now. You're right about Infiniti, was with a friend who bought a used '20 Q50 a few weeks ago, we were in and out in two hours, counting test drive. Great deal on car, too - $30k even for a white Luxe with 6k miles.

 

[NolaG80]

Tinsley C:
I cannot over-emphasize the importance of a pre-purchase inspection by a good mechanic and if appropriate a body shop as well. Charges will vary from free to $75.00 in my recent doings. Some wanted over $200. Other highly rated places on Angies list and Yelp wanted $100-150. Very glad you got out in 2 hours.
I can only state that as a general rule, I found very little in the way of "professional" behavior recently from any dealership per se. Then again, the sales managers and Finance folks do know their business. Unfortunately it includes separating us from our money. Some sales folks were very nice and / or very helpful in teaching me about all the features of the car I test drove. In all cases the local prices in New Orleans were quite high compared to Houston, Dallas, or Florida. I looked at a variety of cars and SUVs over the course of 2 months. I settled on a car from home. Then gave myself a week long adventure and saw America via the highways, byways, and small towns. It was a wonderful trip in a wonderful car.
BTW: I had great Hutchins BBQ in the MetroPlex although I still favor Goode Co BBQ in Houston !
From NOLA with love

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[Backslack]

lol, OP is talking about the purchase procedure from Canada which has nothing to do with dealerships while others from the US are replying to him thinking he's talking about their dealership service experience. Seems everyone just wants to get mad even though what they're mad at has nothing to do with what he's talking about.

As for you Canadians, I've heard good things about the valet service, at least better than here in the States where some "Genesis dealerships" don't even honor the valet service.

 

[PFWiz]

Hello Folks:
Just bought a used 2017 G80 Ultimate trim.
Have to agree that dealership experiences were in general poor while car
shopping over the past 2 months regardless of dealer.

Worst:

Wallace Cadillac or Chevy who transferred a 2016 Hyundai Genesis to Wallace Hyundai in Stuart FL. I was 90 minutes away at the time, with friends and family.

Only 3 stock pics on website. I had to call to get pics.

Front bumper damage (about $650 estimate for repair on pre purchase inspection at body shop) was NEVER disclosed in advance and they expected me to pay ! Every other dealer properly fixed these issues in advance. Rear bumper had a sticker on it - who sells cars with stickers? They took sticker off and would only repair the paint damage after I bought the car - not before. ($450 repair est). Offered me $250 off the price. Am I that stupid?

Refused to address about $300.00 in mechanical / safety issues from pre purch mechanical inspection !!

-High pressure

Began at 930 am, walked out at 4-430 pm. Yes - 7 hours with these folks (had they been reasonable I would have gladly bought the car - but they clearly decided to be expletive deleteds and I took my money elsewhere) !!

-$900-1000 in added fees before the finance guy tried to add another $200-300 in bogus fees.

Got a call from the GM after leaving- another piece of slime - worse than the sales manager.

All of these issues were actually noted by others on the various car websites. Guess what, most of the sites made it difficult to see reviews of dealers. (Most postings related to other issues as well)

I sent a complaint to the BBB. Reply from dealer: we can't help everyone.

Still need to send a complaint to Hyundai.

-Internet pricing is a joke due to all of the fees - up to $2500. The salesperson at the place with the 2.5k fees took great offense when I said they should be honest about pricing.

- 26 days later the car at Wallace was back for sale on the internet websites !!

When shopping for other vehicles or brands the pricing was either very high or the sales folks tended to be useless. One guy wrote me up a bill of sale for a car we saw but he would neither open it nor let me test drive !! At a Honda dealer on a hot day I burned my hand opening the hood while the salesman had no clue how to hold the hood open and would not get out of the way so I could close the hood. Then kept calling me. Drove an hour to see a Genesis after calling ahead of time. It was in the body shop being repaired. Should have let the customer know ahead of time.

The Hyundai vs Genesis dealership issues were something I only witnessed when actually buying the car (not at Wallace). I bought the car elsewhere from the same dealership that leased it to the original owner. In late 2016 when the car was leased they also handled Genesis. I was told the owner started a separate Genesis dealership elsewhere in the region. As they were no longer a Genesis dealer they could not resolve any Genesis issues, or so I was told. The pre-purchase inspection noted only 1 issue of significance - the front wheel was ?too bouncy?. Possible shock absorber or control arm(s) issue(s). Hyundai dealer salesperson said car "should" be under warranty for this. I looked up prices on the internet. Looked like $275 or so for each of the 3 possible parts. Then I called 2 Genesis dealerships: minimum $375 for labor and up to almost $2000 in parts !! The 2 Genesis dealers would not say if the issue would be covered by warranty. I made it clear to the salesperson that this was a deal breaker. Within an hour the was on the lift and the wheel was off. The sales person, not a mechanic showed me the car. In the end, I was told a bushing? was replaced. They would not provide a written copy of the work that was done. Quite odd. In the end I bought the car, as I never noted the issue during the test drives and even in the week since the purchase I only kind of sort of noticed some bounciness on some roads. My mechanic can repair stuff if needed for less if not covered by warranty.

They did not offer to send the car to the sister Genesis dealership for the CPO. I was offered this for $1500 (after some businesslike haggling) at Wallace Hyundai. So I only have the 2nd owner portion of the Genesis warranty - seems exactly like Hyundai warranty and very similar to Kia. They wanted $3000-4000 for a third party warranty when I bought the car. I declined.

With the sale, there were questions about the service records on the car - all performed at the same dealership. They would only provide Carfax records, not the actual service history. I thought this bizarre. Salesperson said it was to protect privacy of original owner / lessor. Never got new tire information, date of install nor warranty card. Again, should be so easy to do this. Still waiting for title, etc, but that should take a month or so (I hope it is not longer).

Buying a car during covid-19: the lots are empty and the prices are high. Yet for some reason land yachts like the Genesis or G80 tank (low prices) as used cars. Lexus and Acura prices were very high. Infiniti prices were also low but they no longer make a land yacht. (Q45 owner here). There were very few Hyundai Genesis (2015-2016) or Genesis G80s (2017-2018) available in any given region as I went looking. Maybe that will change post covid.

Apologies for this long first post to the forums here.

From NOLA with love.

Sorry, but I don't understand. Why didn't you walk? I would not have put with half that fecal matter. Lots of dealerships out there selling lots of cars. They either treat me right or I vote with my feet. Period, end of conversation.

 

[NolaG80]

Hi:
RE: why I did not walk instantly: I took a day off work, 7 of the 8 pics sent by the sales person were great, got agreement on lower price for CPO all head of time and no hint of any significant issues until I arrived at the dealership - which was an hour away. They did ask for a $500 deposit ahead of time and I thought they joking, as no other place asked for this. Then things got incrementally bad once I arrived. The test drive was great as were the colors and mileage. The car's bumper damages were the main issue, mechanical issues likely were in the $300-500 range (can't complain too much since it was a used car) plus the rudeness of the sales manager and Finance guy. Yes, in hindsight, I should have walked sooner, but I had never experienced anything like this before - nor had the salesperson, who I actually met at another dealership under the same owner, when I got lost looking for the correct location of the car. I stayed as long as I did as the car seemed great. I chalked it up to: Experience is what you get when you don't get what you want. Also, I typically deal with polite or business-like folks. I did walk away from multiple other places, but not due to rudeness: prices were too high or did not have what I was looking for. Otherwise, my worst experiences tended to be with clueless folks. Maybe the Canadian experiences are different. If so, great for the Canadians (les Habs )
PS: I have relatives up North and have been to a Canadiens home opener many years ago and a Vancouver Stanley Cup Game 6 many years ago !
Another Hurricane on the way...LOL
From NOLA with love

 

[Chillon D]

I agree with many opinions on this thread. If you don't mind a read check out my ridiculous history so far with Genesis service in Vancouver Canada. Such a dissociation between the car and the brand.

Terrible experience with Genesis service and corporate Canada

Hello I feel like I should share my situation I currently am in with Genesis Canada in regards to my 2020 G70 3.3T. Please see the beginning of my previous posted thread for all the details that led to this updated post...

genesisowners.com

 

[financedude]

Yikes, I feel so bad for my good friends who wanted a G70 leftover (2019). Dealership process was TERRIBLE. My friends KNEW what they wanted, the dealership in their area did not have the car, so they drove TWO HOURS each way to buy the car. Three hours there, and they ended up not buying the car, because the salesperson and managers apparently didn't want to sell a new 2019 G70 when they had 2021 G70's on the lot. My friends asked for a $500 discount (car was already discounted almost $12,000) they were told for that price, they would rather sell it to some guy from Oklahoma who called on the phone? We are in Wisconsin, WTH? But the wife really wanted the car so they came back 4 days later to buy it. Made an appointment for 9am, they asked me to meet them there because it was close to my work, so I did. Car was not even detailed for delivery, my friends told them they just wanted to see the car one more time and hopefully make the deal. FOUR hours later, they finally drove away. One final crazy story: The salesperson had to ADD washer fluid to the reservoir because it was empty! And when the hood was opened, the entire engine bay was dusty and had dead leaves trapped in the windshield cowling. I am willing to bet Hyundai would NOT be amused with one of their $48,000 MSRP cars being delivered that way. Doesn't Hyundai pay their dealers for a PDI (pre-delivery inspection)? The car had 262 miles on it, unlikely the washer fluid should be bone dry? WHY do you have a new 2019 on your lot? YIKES!!!!

 

[EdP]

Yikes, I feel so bad for my good friends who wanted a G70 leftover (2019). Dealership process was TERRIBLE. My friends KNEW what they wanted, the dealership in their area did not have the car, so they drove TWO HOURS each way to buy the car. Three hours there, and they ended up not buying the car, because the salesperson and managers apparently didn't want to sell a new 2019 G70 when they had 2021 G70's on the lot. My friends asked for a $500 discount (car was already discounted almost $12,000) they were told for that price, they would rather sell it to some guy from Oklahoma who called on the phone? We are in Wisconsin, WTH? But the wife really wanted the car so they came back 4 days later to buy it. Made an appointment for 9am, they asked me to meet them there because it was close to my work, so I did. Car was not even detailed for delivery, my friends told them they just wanted to see the car one more time and hopefully make the deal. FOUR hours later, they finally drove away. One final crazy story: The salesperson had to ADD washer fluid to the reservoir because it was empty! And when the hood was opened, the entire engine bay was dusty and had dead leaves trapped in the windshield cowling. I am willing to bet Hyundai would NOT be amused with one of their $48,000 MSRP cars being delivered that way. Doesn't Hyundai pay their dealers for a PDI (pre-delivery inspection)? The car had 262 miles on it, unlikely the washer fluid should be bone dry? WHY do you have a new 2019 on your lot? YIKES!!!!

Cars leave the factory and go to many different climates around the world. Probably shipped with no washer fluid so the dealer can take care of it. Certainly the dealer should have prepped the car before turning it over to the customer. Sounds like sloppy work.

 

[financedude]

Cars leave the factory and go to many different climates around the world. Probably shipped with no washer fluid so the dealer can take care of it. Certainly the dealer should have prepped the car before turning it over to the customer. Sounds like sloppy work.

Agreed, but take CARE of it, look the car over! This I know as a long term car buyer, stuff like this almost NEVER happens at an Acura, Mercedes, BMW, Audi, or Lexus dealer. If Genesis really wants to compete on that level, the dealers need to step up. I see that as a big hurdle for them. My Acura dealer bends over backwards for us all the time. Maybe because it's a mile from a Lexus dealership? LOL

 

[Chillon D]

I am really not surprised by this as my 2020 G70 3.3 was delivered with rusty rotors which were warped in which case all four had to be replaced.

 

[greekgeek]

Yikes, I feel so bad for my good friends who wanted a G70 leftover (2019). Dealership process was TERRIBLE. My friends KNEW what they wanted, the dealership in their area did not have the car, so they drove TWO HOURS each way to buy the car. Three hours there, and they ended up not buying the car, because the salesperson and managers apparently didn't want to sell a new 2019 G70 when they had 2021 G70's on the lot. My friends asked for a $500 discount (car was already discounted almost $12,000) they were told for that price, they would rather sell it to some guy from Oklahoma who called on the phone? We are in Wisconsin, WTH? But the wife really wanted the car so they came back 4 days later to buy it. Made an appointment for 9am, they asked me to meet them there because it was close to my work, so I did. Car was not even detailed for delivery, my friends told them they just wanted to see the car one more time and hopefully make the deal. FOUR hours later, they finally drove away. One final crazy story: The salesperson had to ADD washer fluid to the reservoir because it was empty! And when the hood was opened, the entire engine bay was dusty and had dead leaves trapped in the windshield cowling. I am willing to bet Hyundai would NOT be amused with one of their $48,000 MSRP cars being delivered that way. Doesn't Hyundai pay their dealers for a PDI (pre-delivery inspection)? The car had 262 miles on it, unlikely the washer fluid should be bone dry? WHY do you have a new 2019 on your lot? YIKES!!!!

Not gunna lie, your friend sounds like an entitled, and not very good at negotiating. dude drove all that way, Spent 3 hrs there, then left empty handed because they wouldn’t take $500 off for a car already discounted $12,000?

then got to do the drive of shame 4 days later, and accepted a dirty car.

sounds like the dealer had him marked...

 

[G-557871]

I get it. I was at Sewell Infiniti if Dallas yesterday where I've shopped for years. They sell Lexus, Audi and others. Fantastic experience while my friend bought a car. I really miss that white glove experience when sitting in the service department of the Hyundai dealership getting my Genesis serviced.

To be fair, Sewell is pretty famous in Houston and Dallas for their great service. I had my 2004 Infiniti G35 serviced at Sewell Infiniti in Houston up until 2019--and they would give me loaner for an oil change without an appointment on a 15 year old Infiniti.