Service Customers Beware - in my opinion you should make sure this dealer is doing all the services you have requested and paid for.
A bit of background...I have been taking my Genesis to this dealer for years (since new). Earlier this year, I had them conduct the major 90,000 mile service. This specifically was to include rotation of the tires. A couple days following the service, I discovered they did not, in fact, rotate the tires. I knew this did not occur as the one rim that had a cosmetic blemish was still at the same exact location as it was when I took the car in for service originally. At the time, although irritating and making one question the diligence of their shop, I assumed it was an oversight.
Now, this past week I brought my car in for service (paying for their 7,500 mile service which was to include, among other things, changing the oil and filter, doing an inspection and fluids check, and specifically a tire rotation). When I arrived at the service center (recalling the irritating failure to rotate the tires previously), I intentionally marked the front driver side rim as a way to confirm the tires had been rotated at this service. I waited at the dealership while the service was being conducted. Not quite 2 hours later the service person who wrote up my service tag noted my car was done, gave me a rundown of the status of everything (all was good, brake pad status, etc.) Nothing else was outstanding or to be done at this time. I paid the bill, got the key, and went to the car. Much to my disbelief, the front driver side tire had NOT been moved and FOR THE SECOND SERVICE EVENT IN A ROW the tires had NOT been rotated despite having been specifically contracted and paid for.
I walked right back into the service department, reported this to the service tech who had written my service ticket and reviewed the post-service findings with me (Clayton). I walked him to my car, showed him the markings I had placed prior to service, and noted that this was the second time in a row that I contracted for a tire rotation and it was not actually done. He was at a loss for words and took the car back to the shop to have the tires rotated. When the service tech came back to the counter, he reported that "the shop mechanic apparently could not find my wheel lock key." This excuse admittedly did not hold water as (1) the service tech who took the car back for the second time to have the tires rotated acknowledged the key was right in my glove box and he was able to immediately find it, (2) at no time while I was waiting in the customer waiting room did anyone come to the service tech or me asking where the lock nut key was, (3) as a dealership, they should have copies of the Hyundai-factory provided wheel lock key, and (4) if (despite 1, 2, and 3 above) this was an unresolved issue, this should have been noted in my service records and when the tech reported the status of my car, and then an appropriate reduction in the actual charges provided since that work was not undertaken but charged for.
I was told the service manager was not in that day, so I did not have anyone else to speak with at that time. I noted my disappointment and concerns to the service tech that a one-time failing to rotate the tires may have been an honest mistake, but when it happens twice in sequential services to the same person and the same vehicle, in my opinion one could reasonably start questioning whether such was a pattern and practice of incompetence and deceiving customers to either (1) charge customers for services not performed, or (2) create a circumstance where tire wear is accelerated and thereby increasing the frequency and ability to sell replacement tires and/or alignments, or (3) both.
There is little to no way for a customer to be sure certain services are being conducted unless you watch the services being performed first hand and/or, as I did, make sure markings are in place to confirm if something is actually replaced and/or moved as required to complete the service. In many cases we, as customers, have to trust the dealer / service department to be honest and trustworthy. At this point, Roseville Hyundai's service department has made me question their honesty and has lost my trust.