How's the Genesis car service center experience?

[MLJumpman]

Hi all!

I'm considering buying a GV70 (residing in Bay Area California) but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?

Just out of curiosity what made you continue to be a Genesis owner? I'm trying to figure out whether the joy of having a Genesis car outweighs the poor dealership service and network I've been hearing about in the US. Are they reliable and do they run without additional problems just by doing the routine car maintenance?

Thanks all for the insights.

 

[Shankstarr]

Couple of reasons tbh…
1. Value.
2. I’ve had 2 in the last 3 years and have had zero problems. Inital G70 was a 2 litre with 25,000 km prior to trading for the 3.3 Litre 2022 version.
3. My dealer experience was and is still great, but I believe that depends on who you deal with as I’ve heard a couple of people have had bad experiences.
4. I wanted something unique on the road and to me, the G70 does it.
5. It’s not super fast but enough to keep a lasting smile.
6. The ride was very comfortable in the 2 litre, and that was without adaptive suspension. This 3.3 litre is even better.

I usually drive in to service and forgo the valet service but I did try it a couple of time and have always received the same car.

Hope that helps !

 

[csu87]

Its dealer dependent. Youre dealer may be great.

Ive had nothing but good experiences with my dealer.

Went Genesis over BMW/Audi/Mercedes due to having owned BMW and Audi and having nothing but problems after the warranty was up. Really didnt want to go back to a German car. And with G70, I got a similar car with similar features for a significant amount less. Easy decision, even if the dealers were trash. And its not like my dealer experiences with BMW and Audi were great either. Cant tell you how many times i had to uber from them because they didnt have a loaner or even someone to drive me the 1.5 miles back to my house.

 

[StarPower]

The service experience varies based on the dealership; I've been to both terrible and great dealerships. My dealership rents Hyundais or Toyotas, but I have a Hyundai Genesis. If you buy a new GV70, you should get the concierge service where they pick up your car and drop off a Genesis loaner.

Overall, I think the car is a great value compared to the Germans. Parts and labor seem to be less expensive than my previous Mercedes. I haven't had too many problems so far. I'm worried about the electronics as the car gets older, but those will be a concern with any modern car.

 

[EdP]

Hi all!

I'm considering buying a GV70 (residing in Bay Area California) but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?

Just out of curiosity what made you continue to be a Genesis owner? I'm trying to figure out whether the joy of having a Genesis car outweighs the poor dealership service and network I've been hearing about in the US. Are they reliable and do they run without additional problems just by doing the routine car maintenance?

Thanks all for the insights.

Check out YOUR dealer. Nothing we say here about our experience matters. I bought a total of five Hyundai/Genesis cars from dealers in MA and CT and now service in FL. My experience has been good. You won't be buying from them though.

People are much quicker to bitch about their experience than brag how good it was so consider human nature. Yes, you will hear more complaints than kudos. There are some poor dealers that deserve the knocks too.

As for loaners, generally you get a Genesis but the way the car market is and availability, it may be difficult to get anything. Most every car maker is in a pinch right now. I'm retired so not a big deal for me to wait the hour or so for service.

 

[MLJumpman]

Check out YOUR dealer. Nothing we say here about our experience matters. I bought a total of five Hyundai/Genesis cars from dealers in MA and CT and now service in FL. My experience has been good. You won't be buying from them though.

People are much quicker to bitch about their experience than brag how good it was so consider human nature. Yes, you will hear more complaints than kudos. There are some poor dealers that deserve the knocks too.

As for loaners, generally you get a Genesis but the way the car market is and availability, it may be difficult to get anything. Most every car maker is in a pinch right now. I'm retired so not a big deal for me to wait the hour or so for service.

Ah thanks for the insights. How has the reliability and maintenance of your Genesis been? Is it low-maintenance, easy to take care of?

I've visited my Hyundai/Genesis dealership in the bay area and test drove the GV70. The dealership is abysmal. Looked run-down and barely anybody working. The service center looks like an old gas station service center which prompted my research and concerns.

 

[MLJumpman]

The service experience varies based on the dealership; I've been to both terrible and great dealerships. My dealership rents Hyundais or Toyotas, but I have a Hyundai Genesis. If you buy a new GV70, you should get the concierge service where they pick up your car and drop off a Genesis loaner.

Overall, I think the car is a great value compared to the Germans. Parts and labor seem to be less expensive than my previous Mercedes. I haven't had too many problems so far. I'm worried about the electronics as the car gets older, but those will be a concern with any modern car.

That's great to hear that owning a Genesis is way more practical than german counterparts. May I ask what Genesis model you have and what year?

 

[EdP]

Ah thanks for the insights. How has the reliability and maintenance of your Genesis been? Is it low-maintenance, easy to take care of?

I've visited my Hyundai/Genesis dealership in the bay area and test drove the GV70. The dealership is abysmal. Looked run-down and barely anybody working. The service center looks like an old gas station service center which prompted my research and concerns.

That would give me a little concern is it looked like a gas station but, more important is the quality and ability of the guys doing the work.

I've had two Genesis so far. The 2015 had the head unit replaced under warranty. Only problem in 50,000 miles. Brakes, tires, filters like any other car. The 2018 had a sticky switch on the steering wheel, easy fix. No issues in 33,000 miles.

Of the 28 or so cars I've owned, the five Hyundai/Genesis have by far been the best.

 

[StarPower]

That's great to hear that owning a Genesis is way more practical than german counterparts. May I ask what Genesis model you have and what year?

I have a 2015 Hyundai Genesis 5.0 Ultimate. My dealership has one service department for both Hyundai and Genesis branded vehicles, which I believe is typical. I don't know if they rent Geneses if you have a Genesis branded vehicle once the valet service has expired.

I will add some information about reliability. When I first bought my Genesis some Hyundai parts could take more than a week to ship from Korea, but this may have changed now that these cars are more common in the US.

The one problem with my Genesis is that the appearance, both inside and out, has probably held up the worst out of the cars I've owned (I'm only comparing cars I detailed myself, including GM, Mercedes, and Lincoln). The paint on my Genesis seems very soft and easy to scratch. Trim pieces like the black trim on the doors fade rapidly. My ivory leather seats have also worn more quickly than any other car I've owned. The leather may have been improved in recent years, since I can't recall many newer owners complaining about it.

 

[2450NW]

Hi all!

I'm considering buying a GV70 (residing in Bay Area California) but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?

Just out of curiosity what made you continue to be a Genesis owner? I'm trying to figure out whether the joy of having a Genesis car outweighs the poor dealership service and network I've been hearing about in the US. Are they reliable and do they run without additional problems just by doing the routine car maintenance?

Thanks all for the insights.

Hi...if you live in the north Bay Area, I suggest you visit Genesis of Santa Rosa. I'm working with the sales people now and I expect to pick up a 3.5L GV80 Prestige next Saturday. I've spoken with several of the sales folks and they have all been uniformly knowledgeable and eager to be helpful. I'm willing to bet that attitude extends to the service department.

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[MLJumpman]

Hi...if you live in the north Bay Area, I suggest you visit Genesis of Santa Rosa. I'm working with the sales people now and I expect to pick up a 3.5L GV80 Prestige next Saturday. I've spoken with several of the sales folks and they have all been uniformly knowledgeable and eager to helpful. I'm willing to bet that attitude extends to the service department.

Thanks for the tip!

 

[VA Tom]

Hi all!

I'm considering buying a GV70 (residing in Bay Area California) but was curious how is the car service experience when you bring it in for maintenance. I know they're basically Hyundai dealership service centers but is the customer experience great? Do they loan out Genesis cars when your car is in service etc.?

Just out of curiosity what made you continue to be a Genesis owner? I'm trying to figure out whether the joy of having a Genesis car outweighs the poor dealership service and network I've been hearing about in the US. Are they reliable and do they run without additional problems just by doing the routine car maintenance?

Thanks all for the insights.

 

[VA Tom]

Genesis warranty support is VERY POOR. I have a 2018 G80 with remaining new car warranty. When I tried to activate my BlueLink/Nav service, it repeatedly failed to remotely activate. Multiple calls to Genesis Customer Care went nowhere. They finally gave me a Case# and said they turned it over to their "engineers" to investigate. For over a month I was strung along with the response I should give them another week then call back. After the third time I heard this song, I took it to a Dealer. They did their best but eventually had to call Genesis Corporate for assistance and guess what? Their tech was given the same response and repeatedly told their engineers were investigating and to call back in a week. So far, I've invested almost 3 months in this charade from Genesis HQ. My conclusion is they do not intend to honor their warranty by replacing the system's hardware and their engineers, if they are indeed working on a solution, are incompetent. Based on my experience, I would not recommend purchasing a Genesis vehicle new or used.

 

[cameo development]

I have a Genesis g90 2020. I have been attempting since June 16 2021 to schedule its first scheduled maintenance. It is now Aug 3, 2021. This company has no intentions of providing the service promised and they absolutely do not care. There is NO chance for the promised loaner that is being advertised. If fact, they will not even schedule an appointment. This entire company does not care what its customers think.. If you just have got to have a Genasis Sedan because it includes the most tech junk for the price, rhen buy it for that but know up front what you are getting. By the way my G90 was dead in January. I had been trying to schedule an appointment. Once it was totally dead I was told to bring it in and they could look at it. There is so sense of concern or responsibility. Just the worst ever.

 

[EdP]

I have a Genesis g90 2020. I have been attempting since June 16 2021 to schedule its first scheduled maintenance. It is now Aug 3, 2021. This company has no intentions of providing the service promised and they absolutely do not care. There is NO chance for the promised loaner that is being advertised. If fact, they will not even schedule an appointment. This entire company does not care what its customers think.. If you just have got to have a Genasis Sedan because it includes the most tech junk for the price, rhen buy it for that but know up front what you are getting. By the way my G90 was dead in January. I had been trying to schedule an appointment. Once it was totally dead I was told to bring it in and they could look at it. There is so sense of concern or responsibility. Just the worst ever.

It would be beneficial to give a location and dealer. What you are experiencing is not good but it is your individual dealer, not Genesis causing the problem. To say corporate has no intention is just wrong, probably said because you are POd at the dealer.
Just had my car serviced this morning. I was given a date three days after I called but chose one the following week.
Due to inventory problems in the entire auto industry many dealers don't have the cars needed for loaners.

 

[csu87]

I have a Genesis g90 2020. I have been attempting since June 16 2021 to schedule its first scheduled maintenance. It is now Aug 3, 2021. This company has no intentions of providing the service promised and they absolutely do not care. There is NO chance for the promised loaner that is being advertised. If fact, they will not even schedule an appointment. This entire company does not care what its customers think.. If you just have got to have a Genasis Sedan because it includes the most tech junk for the price, rhen buy it for that but know up front what you are getting. By the way my G90 was dead in January. I had been trying to schedule an appointment. Once it was totally dead I was told to bring it in and they could look at it. There is so sense of concern or responsibility. Just the worst ever.

what dealer? did you schedule through the dealer or genesis corporate?

I just had my car in for its 1st maintenance. Was a 2 week wait through the dealer, but they came to my house, picked it up and left a loaner g90, and dropped it back off when it was done. Genesis of Golden in CO

 

[JPB]

We have four Genesis dealers here in Colorado. I selected the one nearest me to service my 2017 G80. I like the car. It's not the fastest or sexiest in our personal "fleet," but it's an affordable form of modest luxury and modest performance. I apparently selected the wrong dealership for service. My first experience at 13k miles (I purchased this used) was for scheduled maintenance. The service writer confused the G80 service requirements for Hyundai requirements. We sorted that out, but I left a bit concerned. The second service for an oil change went swimmingly.

Like other G80 owners, I began experiencing shuddering brakes a while back. I spoke to the service manager, who suggested a wheel balance. I stepped it up, and after more dangerous encounters on ice than I care to recount, we re-shod the G80 with Michelin Pilot Sport 4's. We run these on a Mercedes and BMW as well. New tires and balance didn't remedy the shuddering brakes; so, into the service department.

It's been five days, and while the dealer embraces technology allowing customers to text their service writer, despite several texts, emails, and phone messages to the service writer, service manager, and GM, the only sound is...crickets. At this point, I don't know what the issue is. Perhaps it's the ABS recall, and maybe it's parts. Or, as we once experienced with an M3, someone took it out and wrapped it around another vehicle.

Underlying this for me is an issue it seems other Genesis owners feel that I share. I accept that I am not purchasing a Mercedes or Porsche or high-end BMW; I know those experiences first-hand. Instead, we are buying what is supposed to be the flagship product of a car company attempting to make more than an also-ran name for themselves in this market. I worked for FoMoCo years ago, and someone in our family owns a name-brand dealership. In my experience, manufacturers have a lot to say about how a dealership operates and performs. Genesis appears to be allowing its brand value and reputation to slide by appearing to fail at insisting on a level of service in keeping with its objective.

Yes, I can take my G80 to another dealership, which is 25 miles (40 minutes) instead of 17 miles (25 minutes) away. But here is the thing; I bought the brand promise, and I don't believe I should have to shop dealerships in the hope of finding one that delivers on that promise. Today, as I sit here waiting to hear back from the dealership in Golden, this feels a little like big hat, no cattle.

 

[gdevine]

Thanks for the tip!

I bought my G70 from Genesis of Santa Rosa. I live in the SJ valley but Genesis of Santa Rosa had the car I wanted and went out of their way to make a deal. Delivered it 125 miles away. They were very knowledgeable, and courteous. If I was closer I would use their service department. I had my G70 serviced in Stockton. They were willing to pick up my car, service it, and deliver it back to me about 50 miles away. I drove there on a Saturday, just to drive the car. Service was done in an hour and seemed very professional.

 

[csu87]

We have four Genesis dealers here in Colorado. I selected the one nearest me to service my 2017 G80. I like the car. It's not the fastest or sexiest in our personal "fleet," but it's an affordable form of modest luxury and modest performance. I apparently selected the wrong dealership for service. My first experience at 13k miles (I purchased this used) was for scheduled maintenance. The service writer confused the G80 service requirements for Hyundai requirements. We sorted that out, but I left a bit concerned. The second service for an oil change went swimmingly.

Like other G80 owners, I began experiencing shuddering brakes a while back. I spoke to the service manager, who suggested a wheel balance. I stepped it up, and after more dangerous encounters on ice than I care to recount, we re-shod the G80 with Michelin Pilot Sport 4's. We run these on a Mercedes and BMW as well. New tires and balance didn't remedy the shuddering brakes; so, into the service department.

It's been five days, and while the dealer embraces technology allowing customers to text their service writer, despite several texts, emails, and phone messages to the service writer, service manager, and GM, the only sound is...crickets. At this point, I don't know what the issue is. Perhaps it's the ABS recall, and maybe it's parts. Or, as we once experienced with an M3, someone took it out and wrapped it around another vehicle.

Underlying this for me is an issue it seems other Genesis owners feel that I share. I accept that I am not purchasing a Mercedes or Porsche or high-end BMW; I know those experiences first-hand. Instead, we are buying what is supposed to be the flagship product of a car company attempting to make more than an also-ran name for themselves in this market. I worked for FoMoCo years ago, and someone in our family owns a name-brand dealership. In my experience, manufacturers have a lot to say about how a dealership operates and performs. Genesis appears to be allowing its brand value and reputation to slide by appearing to fail at insisting on a level of service in keeping with its objective.

Yes, I can take my G80 to another dealership, which is 25 miles (40 minutes) instead of 17 miles (25 minutes) away. But here is the thing; I bought the brand promise, and I don't believe I should have to shop dealerships in the hope of finding one that delivers on that promise. Today, as I sit here waiting to hear back from the dealership in Golden, this feels a little like big hat, no cattle.

which dealer? Ive had nothing but good experiences with genesis of golden

Edit: NVM read the last sentence and noticed it is the one in golden.

 

[zamir]

It would be beneficial to give a location and dealer. What you are experiencing is not good but it is your individual dealer, not Genesis causing the problem. To say corporate has no intention is just wrong, probably said because you are POd at the dealer.
Just had my car serviced this morning. I was given a date three days after I called but chose one the following week.
Due to inventory problems in the entire auto industry many dealers don't have the cars needed for loaners.

Genesis IS causing the problem! if you contact them they record the call listen to your complaint and at the end they tell you "Whatever the dealer says is the last word" Why do I say this you may ask? simple! I Know.