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Original Comment I own a 2010 Hyundai Genesis. I bought it at Hyundai Napelton on Northlake Blvd. In Palm Beach, Florida. After taking my car there for service for 2 years, I found out that there was a closer dealership to my office in Delray and started going there. I have not had my car serviced anywhere else. I never had a challenge scheduling a routine service appointment, usually setting it up a week in advance through their online service. <br /> <br /> When I tried to make an appointment in November, I was unable to do it online, it said you had to call. So I did, and was told that the first available appointment was in January. Well I needed an oil change sooner than that. They were unable to accommodate me, stating that there was a recall and that they were backed up working on those. I said, shouldn't your loyal customers be able to get in? They said &quot;sorry&quot; but couldn't do anything sooner. I ended up taking my car to Tire Kingdom for an oil change and tire rotation.<br /> <br /> I also had had my windshield replaced by Safelight due to a crack. After they replaced it my windshield wipers did not work on the auto setting. I assumed it was a factory setting and called to schedule a service appointment for that. I was given January 9, a 3 week wait, but I took it because I didn't have another option. <br /> <br /> I brought my car to Delray Hyundai on the morning of January 9 at my scheduled time of 11:00am. I waited a half hour before my service representative, Mike, even called me over to his desk. I explained what happened with the windshield wipers. He told me that he didn't know if that was a covered benefit under the warranty and that if it wasn't I would be charged a diagnostic fee. Thinking I had no other recourse I agreed. I finally got a call at 6:00 pm that I could pick up my car. They diagnosed the problem as the sensor and said that they would have to order parts if I wanted them to fix it. I was charged $118.00 plus tax. I told them I would call safelight and let them know.<br /> <br /> I called Safelight and was told that they would come fix it. They came on January 16. I was sitting in the car with the technician when he removed the cover from the windshield. There was a loose wire hanging out. He clipped it in ( in a 1/2 second) and said lets try it now. Of course it worked. <br /> <br /> After my service appointment at Hyundai, a gentleman named Ira Fox called me. He stated that he was in customer service, working directly with the owner to see how they were doing. I told him of my challenge with getting an appointment and what happened with my windshield. After having my car for 7 hours, I left with it unfixed. <br /> <br /> After safelight fixed the problem with such ease, I felt I had to share it with Hyundai. I called Mr. Fox back and filled him in on what happened. I told him how unhappy I was that I had paid all that money for a diagnostic and was told I needed parts for another $121 and it was a loose wire that it seemed they never even checked. Mr. Fox stated that he would definitely pass on my concerns and that someone would get back to me. I never heard from anyone. At no time was I offered any compensation for the waste of my time or money.<br /> <br /> On Monday, February 16, my check engine light came on. I immediately called Hyundai and was told to bring my car in, with no appointment, and they would get to it when they could. I brought the car on Tuesday, February 17 at around 10:00 am. I told Mike, the service representative that I was there for the check engine light and while it was being checked to please do the oil change, tire rotation, change some filters, and check the battery, as I had trouble starting my car that morning. Mike called me at about 4:00 to tell me that they had replaced my battery and done the other work, but that they had to order a part to fix the check engine problem. My car would not be ready that day. I said ok, I would make arrangements with my husband to get home. He told me they would overnight the part and that my car would be ready Wednesday or Thursday at the latest.<br /> <br /> On Wednesday I called to check and was told, no the part had not shown up. On Thursday, I waited all day to hear about my car. At 4:00 I called and was told that another part was needed and that my car would not be ready until Friday. Because of this inconvenience Mike had arranged a rental car for me, at Hyundai's cost. He sent me to Enterprise. He warned me that there was a single woman working there and that there were a few people ahead of me. It was 5:10 pm and they closed at 6 so what option did I have but to go wait. My husband took me over there where I proceeded to wait 1 and 1/2 hours to get into a car.<br /> <br /> On Friday I started calling Mike's cell phone at 4:00, where it went to voicemail. After leaving 2 messages and not hearing back, I called the main number and got through to service. I was told that it was Mikes day off. I asked what was happening with my car. They said they would check with the service manager and call me back. They said your car is ready. I said, I will be there in 15 minutes. They said, we close soon so I will make sure somebody waits for you. Really? I was made to feel like they were doing me a favor when nobody ever called to tell me it was ready!<br /> <br /> Just as I pulled into Hyundai, Mike called me. He apologized for nobody reaching out to me. I asked him if they had done anything to adjust my bill since I was so unhappy with the service department since the windshield episode. He said he would call someone right then to make sure one hour of service was taken off. When I went inside, Terence was looking all over Mikes desk for my paperwork, while on the phone with Mike. It was not there. Then another gentleman walked over and I asked if he was the one I spoke to on the phone. He said yes and told Terrance that this other gentleman had my paperwork to check me out. Terrence and the other guy reviewed the charges with Mike and decided that they had already given me a discount because they only charged me for 1/2 hour of service in 2 areas vs the hour it should have been. With this deduction my bill was around $673. <br /> <br /> I believe in paying for work done and labor. I also believe that good, returning, loyal customers should be appreciated. I feel there should be a better system for appointment making for a frequent customer to get in when needed without having to wait a month or more no matter what is happening in the service department (recalls, flood issues, etc). I also am bothered by the fact the Mr. Fox told me someone would follow up with me and no one did. I don't like when people say things they don't mean just to appease people.<br /> <br /> I own my own business and deal with people also. Customer service is key. You get referrals from happy customers. My time is very valuable. That is what bothers me the most. How much time I have wasted trying to make an appointment, trying to get answers from service, dropping my car off and waiting to be checked in, the rental car fiasco.... Who compensates me for all that time out of my schedule for your service department not running smoothly? As I have told Mike, if there was another option of where to bring my car, I would change. Unfortunately for me, there is no other dealership close by. Would I buy another Hyundai, I think not.<br /> <br /> Mr. Fox called me again today, because it is his job to follow up after a service call. He didn't even remember speaking to me previously. What a joke!!

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