The service I received was excellent and my vehicle was returned as promised.
Thanks for the great service.
Unfortunately, my recent experience with a simple wiper blade repair has left me frustrated with the corporate procedures, despite the helpfulness of the local staff.
On August 19th, my left windshield wiper stopped working. I immediately went to the Hyundai/Genesis service center in San Bruno, only to be told that there were no appointments available until September 6th. I was also warned that if I sought repairs elsewhere, it might void my warranty, although the staff was unsure if the wiper was even covered.
On the 6th, I dropped off the car, and while I appreciated being offered a free tune-up and recall adjustments, I emphasized that my priority was getting the wiper fixed.
When I returned later that day, I was informed the car wouldn’t be ready due to a shortage of mechanics. The next morning, I was told that while the tune-up and recall fixes were completed, the wiper blade wasn’t repaired because the part wasn’t in stock. To add to my frustration, I was asked to prepay $487 for the wiper blade, with the caveat that if it didn’t solve the issue upon installation on the 17th, they would order a new motor (which would be covered under warranty), and I’d be reimbursed for the blade.
When I questioned why both parts couldn’t be ordered simultaneously or why they didn’t stock the motor, I was told that corporate restricts inventory due to space constraints, and the branches are not allowed to order extra parts.
This raises several concerns:
Why do I need to prepay for a part that may not even resolve the issue?
Why does the dealership have limited flexibility in ordering or returning parts?
Why does it take 14 days to ship a part to the dealership?
Why am I, the customer, being forced to navigate corporate policies when all I need is a functioning wiper?
I appreciate the efforts of the local staff, who were polite and tried to be helpful, but their hands were clearly tied by these corporate restrictions. My confidence in Genesis’ service has been shaken, and with my lease coming up next year, I will seriously consider looking at other auto brands unless I see improvements.
All I want is to drive my car with fully functioning wipers.
After the service my car still is getting “time for service notification when I turn it on”
Liz was super friendly, understood my issues and very realistic and accurate in estimating the time required to complete the needed repairs.
This is the second time experience with Elizabeth Czahar about my Genesis and I am very, very satisfied with her.
Excellent job by Liz and Victor! 10s all around
Elizabeth was very helpful. Outside of that, this is the 4th time that I have dropped off my vehicle for an appointment for maintenance or service and there was NOT a loaner available. Not satisfied with that lack of service. Thank you.
V/R
Curt W
Liz guided me through the entire process quickly and accurately. I rarely had to ask questions and for those few questions she answered them clearly and made sure I resolved all uncertainties I had. Liz was kind and friendly, which made the visit pleasant.
John was great. Prompt courteous friendly service
I absolutely love the concierge service! Being able to get my vehicle picked up from my house to get taken to get maintenance is a game changer for me. Would consider staying with Genesis on for this reason alone!
Excellent service, I would go back to Elizabeth for future appointments.
I came in for my check engine light. I was told that a part needs replacement and I’ll be contacted within a week once the part becomes available to come and replace it. it has been more than 2 weeks since I came in and there has been no communication whatsoever for this.
I reached out to the Service Department over phone and she assured me that someone would reach out to me regarding this. However, i’ve been waiting on this for the past couple of days. I understand that the parts can be out of order and it can take time to reach the parts department. But, not communicating the status (given I called multiple times two weeks out) is completely unacceptable.
The car was returned with problems that still exist
1) The washer fluid still does not fully come out of the passenger side
2) left side wiper now squeaks/sticks
3) car was not 100% cleaned on return (was not returned in same or better. Condition that it was when picked up)
4) caps for tire tubes not added as agreed.
The car will need to be serviced again to rectify these issues.
Thank you.
Service advisor was knowledgeable about her job and she was friendly.
The service team did a great job doing routine maintenance and solving a brake problem. Most impressive was the fact that they were willing to deliver my car after a longer stay in the shop than expected. I wasn’t able to come pick up my car so they made it happen to get my car to me. It was very appreciated! And I really love my car too!!!
Elizabeth also provides the best customer service. She’s able to anticipate my needs every time
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