Genesis Of Santa Rosa - Service Center

Genesis Of Santa Rosa responded

This response is solely for those who use Dealer Rater as a reliable source of information which can be very beneficial when choosing a dealership for their service or sales needs. Here are the facts of the matter. * The customer came in with the complaint of the horn not working. * We provided our standard estimate of 240.00 which was agreed to by the customer with her signature on the repair order. * It was explained that if the concern was warrantable there would be no charge (2011 vehicle with 136,000 miles). * Our diagnosis found two failures causing the complaint. The horn button was not grounding to horn relay, We cleaned the connector EM11 and retested the circuit and found it to be functioning as designed. We then inspected the ground side and found and open in the ground control circuit through the clock spring. We replaced the clock spring as a warranty item. The customer was charged 120.00 for diagnosis and repair of the horn ground which Hyundai will not pay for. We did not charge the total authorized amount of 240.00 as that would have been excessive. We are not required nor is it a practice for any service provider to reach out for and authorization of repairs that fall within the approved estimate, that is the purpose of the estimate being given. Not only was this customer not appreciative that we accurately diagnosed and repaired both concerns the same day, charging only half of the approved amount, she continued to argue the point when clearing stating numerous times that she "assumed this and assumed that. The customer had her significant other on the phone and asked Laura to speak with him and explain the matter which she attempted to do. Then the person on the phone felt it appropriate to call me names that will not be repeated. All healthy relationships our built on honesty, good communication and respect. That is what we provided. Not only did we not receive the same level of treatment, we were verbally abused for doing the right thing and providing a high level of service. We have no interest in continuing the relationship and have asked the owner to take any future service needs elsewhere. Mark Conrad Parts & Service Director Manly Hyundai / Genesis

blue_sapphirez05 responded

I came in to get a warranty issue fixed. I was informed by Laura Stout the issue was fully covered by warranty as well as a recall. The only charge should’ve been the $10 for the Lyft. After leaving my car in their hands for 9 hours I was charged $120 and my recall issue was not fixed. The previous diagnosis from AAA was approved and confirmed to be covered by warranty. However, during their own diagnosis, they found additional issues which they chose not to communicate. This prevented me from looking for the best quote from an auto shop to fix the issue. During my conversation with Laura Stout, I attempted to point out the lack of communication. I reminded her that we confirmed through text that the issue I had was covered under warranty, as well as the recall. However, she chose to ignore my concern while avoiding eye contact. I called my fiancé who also tried to explain and she simply stopped listening and handed the phone back to me. Mark Conroy later informed me they did not need to inform me of any changes as long as it costs under $240 to fix it. Mark stated that “All healthy relationships are built on honesty, good communication and respect.” Were they honest and communicative when the diagnosis changed? No. I would also recommend consulting the Yelp reviews for Manly Hyundai. The dealership currently has 192 reviews with an average rating of 3.1 stars. I found two reviews that shared experiences similar to mine. I hope that upper management will consider conducting an investigation into Laura Stout and Mark Conroy. It is evident that they would benefit from additional training on effective communication, honesty, and respect towards their future customers.