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Wed Apr 17, 2019, 12:28 PM

Looking for advice regarding a service issue at local car dealership, please.

I have a 2016 Hyundai Santa Fe Limited that I bought new from my local Hyundai dealership. I just paid it off a couple months ago which may or may not be important. Anyway, this vehicle has a panoramic sunroof that began to have issues a month or so ago in that the motor seemed sluggish and slow to close. One day when I was out running errands, I had the sunroof open and went to close it and it would not close...it would stop about 8 inches before closing all the way and then pop back open. I drove my car over to the Hyundai dealer and since it was a Saturday, the service department was closed but one of the salesmen helped me manually close it. Thank goodness this is under warranty...I have just shy of 23,000 miles on my car.

I scheduled a service appointment the following Monday for the sunroof, a hood latch recall and an unrelated air conditioning issue. The dealership kept my car for a day and told me they'd have to order parts etc and that they'd need the car for a few days. I left the car with them on March 29th and told them to keep it the following week since I planned to be out of town and wouldn't need it until April 8th. I left my husband's phone # with them as a contact since I would be several time zones away. On April 8th, someone from the service team called my husband to say that the repair was very complicated and that they'd never had one of these panoramic sun roofs go bad, there are several motors involved and they'd have to remove the head liner in the car etc which would take more time. They said that they were in touch with Hyundai corporate blah blah blah and would continue to work on the problem...the service woman told my husband that new panoramic sun roofs are $6K and they were hoping not to have to replace the whole thing but didn't know for sure where they problem actually was. They offered a loaner vehicle to me at no charge while they had my car.

I went in on April 9th to pick up the loaner car and asked to get a few things out of my vehicle and the service woman I've been dealing with walked me back to my car and warned me not to be alarmed when I saw it...my car is in pieces...carefully laid out in a circle around the body...the headliner is out and the top of the car is open with no cover on it while other cars are being worked on around it. I can't imagine there isn't dust and grease and who knows what else in the air filtering down into the vehicle through the open roof. Sigh.

Thanks for hanging with me on this...While my concerns are many, does it seem odd to any of you that the only call we have received since March 29th regarding the repairs on my vehicle was to tell us they would not have it ready to go on April 8th? I have received no communication from them since April 9th. None. It seems like a reasonable expectation that a service manager would call to tell me what's been done, what the plan is moving forward and when they anticipate having the work completed. Am I over the top thinking this?

I'm really worried that I won't get the car back that I left them...I'm worried that they don't know what they are doing. I've got no indication that there is any plan in place to get this work done - the correct way and I'm also concerned that my car will be full of grease and crap from the surrounding shop. I've hesitated to call them but I'm getting pissed, more worried and while I'm glad to have a loaner car...I want just my car back and my confidence in this service department is shaken. Today is day 17 for this repair...I'm only counting the days the service department is actually open.

Any thoughts, advice and direction is welcome. Thank you.

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Reply Looking for advice regarding a service issue at local car dealership, please. (Original post)
MontanaMama Apr 2019 OP
MineralMan Apr 2019 #1
MontanaMama Apr 2019 #4
MineralMan Apr 2019 #7
matt819 Apr 2019 #2
MontanaMama Apr 2019 #5
TheBlackAdder Apr 2019 #3
MontanaMama Apr 2019 #6
TheBlackAdder Apr 2019 #9
MontanaMama Apr 2019 #12
TheBlackAdder Apr 2019 #13
MontanaMama Apr 2019 #15
WeekiWater Apr 2019 #8
MontanaMama Apr 2019 #11
MineralMan Apr 2019 #10
MontanaMama Apr 2019 #14
MineralMan Apr 2019 #18
MicaelS Apr 2019 #16
MineralMan Apr 2019 #17
cwydro Apr 2019 #19
MontanaMama Apr 2019 #20
cwydro Apr 2019 #24
magicarpet Apr 2019 #21
ksoze Apr 2019 #22
Demonaut Apr 2019 #23

Response to MontanaMama (Original post)

Wed Apr 17, 2019, 12:39 PM

1. When did you talk to the service manager last?

Call the service department and insist on talking to the service manager. Ask him about the progress and about your concerns.

Apparently, this is not a common repair, and a new, replacement entire sunroof assembly would probably take quite some time to be delivered. However, that's what they may have to do.

If you haven't talked to the service manager lately, either call him or go to the dealership again and insist on talking with him. Get a report on what's going on. As for dirt, greases and other stuff getting into your car, that probably isn't something to worry about. Normal dust, maybe, but the other stuff isn't floating around in the air.

Sometimes, repairs can take a long time, especially when major parts must be ordered and delivered. You'll get your car back, good as new, in the end, but get a report on progress now from the service manager.

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Response to MineralMan (Reply #1)

Wed Apr 17, 2019, 12:54 PM

4. I just called the service manager.

It is the same woman I've been dealing with all along. She tells me no parts need to be ordered and none have been...it is just taking a long time since they have to call Hyundai's tech-line and get bits of instruction, implement what they've been told and do that over and over. She got a little testy with me and said "I told you it would take a long time and that's why I gave you a loaner car..." I replied that I was aware that she'd informed me that "it would take a long time" but that I felt that a weekly phone call to update me on the status of the repair was reasonable and had I received the courtesy of a phone call, I would not be calling today. She said "Well, now you know". I asked when I could expect to hear from her again and she said "Maybe Friday."

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Response to MontanaMama (Reply #4)

Wed Apr 17, 2019, 01:08 PM

7. Well, sounds like she's not a good communicator.

Go visit the dealership. Ask to speak with the general manager of the entire place. Tell that person that you're dissatisfied with the communications and that you want some answers now. Don't take no for an answer. If this is the dealer that sold you your vehicle, the general manager should be concerned about getting bad reviews for the dealership.

You need an answer you can understand on the repairs, so if you're not getting it from the service manager, take it up the channel and talk to that person's boss.

There's no excuse for rudeness on the part of a service manager and you shouldn't put up with it. You might be able to find out the name of the dealership's general manager on the dealership's website.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 12:48 PM

2. Dealerships vary, I guess

Sure sounds like a problem with communication. From your description, this problem seems out of their depth. My experience with one dealership is they will subcontract out the work to a specialist. Of course, they'll mark up the work (if not under warranty), which is the main reason I switched my repair work to that mechanic (more than five years with the news guys). In your case, the repair seems more like body work, and the dealers I've gone to don't do body work.

As for the apparent "sloppiness," well, that will all depend on how it turns out. Does the sunroof work, and will you receive the vehicle in the same condition you left it? Dealers know how to prep vehicles, so they should be able to undo any of the problems that may have arisen while the roof was off the car. I think car repairs are kind of like sausage makers. I'd rather not see how it's done and only enjoy the results.

My advice? Call and make an appointment to talk to the service manager. No yelling and screaming. Just get the answers you want. What's the problem? How are you solving it? Why is it taking so long? If they're making no progress, ask about subbing it out to a body shop. Will they clean the vehicle thoroughly once done? Confirm that it's under warranty. If it seems right, give them a deadline, though if you have a loaner that's not really an issue. Look them up on yelp and search for customer reviews of the service department.

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Response to matt819 (Reply #2)

Wed Apr 17, 2019, 01:00 PM

5. It is definitely a communication issue.

I just called the service manager and it happens to be the same woman I've been dealing with from the beginning. She said she hadn't called me with an update because she didn't have any news....and she said she'd told me it would take a long time and it is taking a long time and that's why she gave me a loaner car. The repair is definitely under warranty - I have a 5 year / 60,000mi warranty...the car is a 2016 and I have just shy of 23K miles on it. I didn't yell or scream, I reminded "Gail" that I was calling because I hadn't received a status report to date and had I received one...if only to tell me that progress was slow...I would not be calling today.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 12:50 PM

3. Performing the work outside doesn't surprise me.

.

Working on the headliner is best done on the ground, and not in a bay lift. Also, natural lighting is so much better than artificial lighting within a service facility. There are probably more particulates, other than dust, indoors than outside. While dust will enter the car, other toxic stuff probably won't, unless they are performing bodywork on a nearby vehicle.

Being outside will probably introduce less grease stains on the headliner and post covers, than being in a bay.

You have a loaner, use it for what it is. Put mileage on it, since you should only be paying for the gas.

.

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Response to TheBlackAdder (Reply #3)

Wed Apr 17, 2019, 01:03 PM

6. They are doing the work in a service bay.

But not on a lift...I'm sorry if I wasn't clear on that. Don't get me wrong...I'm happy to have a loaner car. Although I feel it is appropriate that they offer one since I bought the car new from them and this work is under warranty. Thanks for your feedback.

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Response to MontanaMama (Reply #6)

Wed Apr 17, 2019, 01:28 PM

9. You could call Hyundai's customer line, asking how long a service update would take, if concerned.

.

They will open up a case number for you, and their district rep will contact the dealer to check up.

Make you voice known, so that corporate will manage the case.


=====


Now, not to totally scare you, but be alert for other issues with your car. I'm not saying that will happen, but sometimes when you have a model year vehicle under warranty, and other similar vehicles fall out of warranty, some shops have been known to to the following:

1) Take your functioning part off of your vehicle.
2) Install that on a vehicle that is out of warranty, while charging the customer for a new part.
3) Install the broken part on your vehicle.
4) You come back with a warranty claim for that broken part.

This way, the dealer charges the other customer for a new part and labor, that they did not pay for, and then you get yours replaced free (parts and labor) via a warranty claim. Besides the money for the charged part to the other customer, the dealer also double dips on labor for both repairs.

If you notice a part breaking in your car right after you've had it in the shop, it might not be a coincidence.

.

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Response to TheBlackAdder (Reply #9)

Wed Apr 17, 2019, 01:34 PM

12. Holy crap.

That made my blood run cold. I'll be paying attention. Thank you.

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Response to MontanaMama (Reply #12)

Wed Apr 17, 2019, 01:41 PM

13. Once my car comes off warranty, it is rarely at a dealership again, for just that reason.

.

Too many like vehicles enter a dealership, and that trick could even be played when the your car is out of warranty, and then both people pay for a new part. One is pure dealer profit, the other the dealer gets a percentage of parts markup. Also, instead of getting a reduced labor rate for a warranty repair, they get to charge full price labor to both parties.

.

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Response to TheBlackAdder (Reply #13)

Wed Apr 17, 2019, 01:46 PM

15. Yes. Agree 100%.

We use a neighborhood garage for regular maintenance for that very reason. I wouldn't be using the dealership had the car been out of warranty. Good reminder for me and anyone else reading this thread.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 01:13 PM

8. Make sure you speak directly to the service manager.

 

At seventeen days you should have spoken to him more than once. You should also reference how open your vehicle is in the shop. It isn't the biggest of deals but it will let then know you have an eye on it and are concerned.

Mechanics aren't always knowledgeable about sunroofs and they can take a bit longer. Specially today's sunroofs. They are actually pretty simply but can sometimes be a little difficult to diagnose. It's rare to do a complete change-out. You will never meet a mechanic who wants to take a headliner out. These are things they don't do often.

Be patient and at the same time keep up with communication. With the length your vehicle has been there you should be talking to the service manager on occasion.

I have received no communication from them since April 9th. None. It seems like a reasonable expectation that a service manager would call to tell me what's been done, what the plan is moving forward and when they anticipate having the work completed. Am I over the top thinking this?


You are not over the top on that. That is clearly a problem on their end. Explain it to the service manager in exactly that way. It's respectful and to the point.

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Response to WeekiWater (Reply #8)

Wed Apr 17, 2019, 01:33 PM

11. Thanks for your feedback.

I called the service manager only to find out it is the woman that I've been dealing with all along - unbeknownst to me. She told me she hadn't called because there wasn't much to say other than the work was slow going. I let her know that I would appreciate a weekly update even if that means there's not much to say other than the work is progressing and it is slow. Her response was that "I told you it would take a long time". I acknowledged that I recall her saying that but it isn't clear to me what "a long time" means. Does it mean days, weeks, months? Her response was "that's why I gave you a loaner car." I let her know that I appreciate the loaner car and I would very much appreciate information about the progress of the repair even if [progress is slow because then I at least know we are moving forward and that my car is on the radar. I feel like she and I are not communicating well and that part is frustrating.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 01:30 PM

10. After doing some research online, it appears that the panoramic

sunroofs on Hyundai models, including the Santa Fe have a history of problems. From failure to close completely to the glass shattering or flying off the vehicle, it seems like it's an issue with those cars and that panoramic sunroof.

There are plenty of questions about them online. Anyhow, your dealership will probably end up replacing the entire assembly with a new one from Hyundai. There was a recall on panoramic sunroofs in 2016, but for earlier models that were experiencing shattering of the tempered sunroof glass.

I know that doesn't answer your question, but apparently problems with them are far from being unknown. If the entire unit has to be replaced, finding a replacement might be difficult for your dealer, since it's possible that none are in stock at the factory.

In any case, you need answers. Your vehicle is still under it's bumper-to-bumper warranty period, so they have to get it fixed for you, but it may take long enough to truly tax your patience. Such problems can be very hard to diagnose and repair, and even a small misalignment can cause the thing not to work properly.

I wouldn't select that option on your next car, frankly. It sounds like a problem area.

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Response to MineralMan (Reply #10)

Wed Apr 17, 2019, 01:44 PM

14. Thanks MM.

I looked up the panoramic sunroof issues too,and you're right, it doesn't look good...although most of the problems appear to be prior to 2016. I've had several Santa Fe's over the years and they've been wonderful, worry free cars. I bought this particular car with that panoramic roof because it lets in so much light which is great during our long gray winter days up here. That said, I will research them further before buying one again and may avoid a sunroof altogether going froward.

I do think you're correct in that these issues can be very difficult to diagnose and not something a service department at a dealership does often. I get that. After talking it out here on DU, I think my primary complaint isn't the time the repair is taking it is the lack of communication from the service manager...it makes me feel like the project is not a priority...and maybe it isn't since I have a loaner car which is basically what the service manager implied when I spoke to her. She and I aren't connecting, it seems.

I just found out from the service manager that no parts for this sun roof have been ordered or installed and that it has been a matter of "tightening rails" and "lubing up various components". I guess we will see how it all works if/when I get the car back. Thanks for your time responding to me on this.

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Response to MontanaMama (Reply #14)

Wed Apr 17, 2019, 02:06 PM

18. Well, I hope you get your Santa Fe back soon!

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Response to MineralMan (Reply #10)

Wed Apr 17, 2019, 01:57 PM

16. I like the idea of no sunroof, but

Unfortunately, many upper trim levels, force you to accept a sunroof as part of that trim level, and there is no option to delete it.

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Response to MicaelS (Reply #16)

Wed Apr 17, 2019, 02:05 PM

17. I always tend to choose a lower trim level on any car I buy,

new or used. My rationale is to minimize the number of systems that can develop faults. I'm forced to accept power windows, although I'm perfectly capable of manually adjusting a window. There are many systems that were once optional, but are now standard equipment on most cars. More's the pity, in my opinion.

I've never found sunroofs to be a desirable feature, frankly. Around noon in the summer months, they're an active annoyance to me, really. So, I don't buy vehicles that have them. I don't buy cars with turbochargers, either. They're a very expensive thing to repair when the car is no longer under warranty.

What I end up buying are pretty much base models of any car. No remote control key fobs, heated seats, power seat adjustments and things like that. It saves me money and, on used cars, it's much more practical to have as few systems on the car that can break down.

But, that's just me.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 02:16 PM

19. Dayum. I hope you took a pic of it in pieces.

Exhibit A

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Response to cwydro (Reply #19)

Wed Apr 17, 2019, 02:59 PM

20. Yep. I did.

Service Manager Gail didn't like that much but oh well.

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Response to MontanaMama (Reply #20)

Wed Apr 17, 2019, 04:52 PM

24. Good for you!

I might’ve been so shocked I’d have forgotten.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 03:14 PM

21. Montmama,.. you might consider the advantage of communication with the dealer,...

... anyone in the service department, and/or Hyundai Corporate ONLY BY WAY OF EMAIL COMMUNICATIONS. That way you leave footprints and force them to leave footprints about your sunroof problem.

If you communicate by going over there or over the phone the conversation and what was said is more ambiguous and prone to fluidity.
________________

Define fluidity:

"tactical considerations can change rapidly given the fluidity of the situation"
________________

You seem to have gotten the run around pertaining to this issue. Bring that problem to an immediate halt. Ask them a question via email,... restrict their response to a return email. If they have a comment, question, statement, whatever,...do not talk to them,.... every thing pertaining to the service work of the sunroof is now WRITTEN ONLY. This pertains to them and you,.. be careful what/how you say things - it might be the basis of your litigation to get this sunroof properly repaired, under warranty, at no cost, and done on a timely basis.

We wish you the best results in the resolution of this problem/issue.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 03:16 PM

22. The mistake was saying, "you don't need it right away"

When you told them you won't be in town for over a week and don't need it, I suspect your car slipped down in the cue. They called on the 8th since you said you would be back that exact day. Best advice is not say you don't nee the car, even if u are away. Not making excuses for them, but I suspect some days were lost when you appeared to be fine waiting.

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Response to MontanaMama (Original post)

Wed Apr 17, 2019, 04:36 PM

23. relax, they are probably trying to narrow down the issue and/or the part is on backorder and it's

not an easy fix, these cars have a ton of computers and relays...ask them to ask the mechanic why it's taking so long.

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