So the dealer drove our new GV60 into a pole...

[controlfreak]

Purchased a GV60 in April for my wife, having already purchased one for myself in December last year. Both from the same dealer (Genesis of Santa Monica). Sales experience was fairly OK.

The car wasn't really prepped properly for sale (bit dusty and dirty), but I was OK with that. But we noticed quite a strong musty/damp smell in the cabin after a day or two. My wife took it in for the service guy to look at, and he could not have been less helpful. No action. Roll forward two months, and the smell is still there. I called the dealership and told them it needed to be fixed properly. This is after waiting several weeks for them to fix a failed USB port in my own GV60. Agreed that they would come and collect the car, loaner provided.

Didn't hear anything for a week or so (the dealership is epically bad at communicating), so called them. "Ah, there's been a bit of a problem. The driver had a bit of an accident while reversing the car in the service area." Several days later, and the photos of the damage hadn't been provided to us. Eventually we got them, and they said they would use the best bodyshop in town etc etc.

They have had the car for about 6 weeks now, can't get straight answers from them on timeline or which parts will be replaced/repainted. I'm obviously thinking about diminished value etc.

This week we saw that the car had moved 10 miles or so, and appeared to be at some sort of bodyshop. So we took a drive to the address, and found the car.

I have had a conversation yesterday with the dealership GM, which I won't detail here yet. Suffice to say it wasn't an example of great customer service. Before I say any more, what would you do ? (And yes, that is damage to the right fender and side of the hood). The car has 1000 miles on it, and has spent more time with the dealer than it has with us since it was purchased.

 

[Guru0006]

I would have dealer order you a new one and swap em out trade in value for the value of the new one. Let them figure out how to sell their repaired 1000 mile old one. Oh ans as far as the musty smell I read a thread about water leaking on the cabin filter (which is in the frunk changed mine today). may want to have them start there if you end up with same car.

 

[EdP]

Do they have an equal one on the lot? Just a matter of paperwork to make it right. Having this on the CarFax is a negative no matter how well they fix it.
I'm hoping you at least have a loaner.

 

[upa]

Controlfreak, I'm sorry to hear that this happened. I am little confused, they sent you pictures of rear end damage and then you subsequently find out there was front end damage? Was there actually rear end damage too?

Instead of immediately owning the problem your dealer sounds like he may be less than honest with you about what actually occurred. It certainly makes you question how much interest they really have in making you whole, which may include inherent diminished value from the accident being recorded on carfax. I agree with Guru and EdP this should not be your problem and I would be talking to them about "trading it in" as equal value for a new car.

 

[EdP]

Controlfreak, I'm sorry to hear that this happened. I am little confused, they sent you pictures of rear end damage and then you subsequently find out there was front end damage? Was there actually rear end damage too?

That was my first impression, but. . . . backing out of a narrow spot and turning the wheel can grab the front end.

 

[Kassey22000]

Control, have you tried to get the executive level customer service agents involved yet? This dealer has had negative comments on here before and I‘m guessing GMA knows that it’s not a high-quality Gen dealer/shop.

Sometimes getting Peter Donnellan‘s staff involved can move results along (not guaranteed though but worth a try). I started with connected services, then to their sub-par National Consumer Affairs department then insisted on escalating the case number to the Executive Case Management team. Demand a like replacement and see what they can do.

Best of luck and keep us posted.

 

[steveinarizona]

Control, have you tried to get the executive level customer service agents involved yet? This dealer has had negative comments on here before and I‘m guessing GMA knows that it’s not a high-quality Gen dealer/shop.

Sometimes getting Peter Donnellan‘s staff involved can move results along (not guaranteed though but worth a try). I started with connected services, then to their sub-par National Consumer Affairs department then insisted on escalating the case number to the Executive Case Management team. Demand a like replacement and see what they can do.

Best of luck and keep us posted.

Interestingly, when I called customer care today on a different matter, I noticed that I had to select whether my call concerned my car or my dealership. I have owned BMWs before and that is a question I never heard before. So genesis obviously knows it has some dealership problems.

 

[Kassey22000]

Indeed! - we have a basically non-functioning Genesis retailer/shop and although the (so-called) executive escalation team, regional manager for service, and others have tried to get the dealer’s owner-group, GM, and Service manager to actually do their jobs, GMA has very little leverage with their contracted dealers (not that their own organization is the epitome of good leadership/management (long story). This dealer has NO Gen EV competition in the 5-state region and knows it has ALL the leverage in these situations.
They don’t care because they simply don’t have to.

Yet to a person (at the retailer and GMA’s CS staff) - they have been nice, polite, kind, and even seemingly sincere in their attempts to help yet after 6+ months, no issues have been solved or progress made.

Maybe someday we’ll get a real Genesis dealership/service center that will help make these knuckle heads actually live up to the Genesis brand promise - I/We aren’t holding our breath!

 

[PMCErnie]

Why haven’t we heard about your lawyer’s chat with the dealership owner? Neither have you mentioned your chat with the owner.

 

[GreyGV60]

Why haven’t we heard about your lawyer’s chat with the dealership owner? Neither have you mentioned your chat with the owner.

We all know that car dealers are normally not consumer friendly. I agree that it would be great if the dealer would agree to swap out the damaged vehicle for one with similar miles and without preexisting damages. At the end of the day I do not have much faith that the dealer will offer to do this, unless its to offer you good will and for their public relations. The car was damaged, but if we think about it, for example.. if you were driving the car and someone caused an accident and struck your vehicle. Lets say the damages in this example are the same as you actually incurred. The other party's insurance company would pay for the damages to repair your vehicle. They would not offer to replace your vehicle unless the damages were so great that the car was deemed a total loss. If your dealer does not offer to replace your vehicle I would ask them for additional compensation for the "diminished value" of your car. Not every state in the U.S. allows for the recovery of diminished value, but more and more are each year. If the dealer has 2 used cars on the lot for sale and are exactly the same (model, color, miles etc.) except one had prior damage and the other one did not, then both cars will not sell for the same price (especially if it shows up on a Carfax report etc..). Please let us know how the situation resolves.

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[steveinarizona]

We all know that car dealers are normally not consumer friendly. I agree that it would be great if the dealer would agree to swap out the damaged vehicle for one with similar miles and without preexisting damages. At the end of the day I do not have much faith that the dealer will offer to do this, unless its to offer you good will and for their public relations. The car was damaged, but if we think about it, for example.. if you were driving the car and someone caused an accident and struck your vehicle. Lets say the damages in this example are the same as you actually incurred. The other party's insurance company would pay for the damages to repair your vehicle. They would not offer to replace your vehicle unless the damages were so great that the car was deemed a total loss. If your dealer does not offer to replace your vehicle I would ask them for additional compensation for the "diminished value" of your car. Not every state in the U.S. allows for the recovery of diminished value, but more and more are each year. If the dealer has 2 used cars on the lot for sale and are exactly the same (model, color, miles etc.) except one had prior damage and the other one did not, then both cars will not sell for the same price (especially if it shows up on a Carfax report etc..). Please let us know how the situation resolves.

I mostly agree but there are unlikely to be 2 used GV60s on the lot. They are still pretty scarce.

I would definitely demand diminished value. Normally, after an accident, the owner picks the body shop. Since it appears that the dealership is using its own facilities, not yours, I would also demand that they include payment for an independent examination of the work that is done.

 

[EdP]

I mostly agree but there are unlikely to be 2 used GV60s on the lot. They are still pretty scarce.

I would definitely demand diminished value. Normally, after an accident, the owner picks the body shop. Since it appears that the dealership is using its own facilities, not yours, I would also demand that they include payment for an independent examination of the work that is done.

When my G80 got hit, I had a choice of body shop. I chose the dealer. I was stopped and got hit head on. I figured the dealer had people familiar with the electronics if there was a problem.

When I traded it and was negotiating, the carfax accident report was brought up. At the time I did not know about diminished value but it cost me about $1000 five years later.

 

[Kassey22000]

Per Steve’s observation… it’s interesting that some dealers have low inventory of GV60s - ours has had about 50 on the lot for months. They sell a few each month but are busting at the seems with GV60s - wonder if it has anything to do with the dealers less-than-stellar reputation/reviews/facilities? Reap what you sow?
I’d love to poke around GMA’s dealer satisfaction customer surveys vs. long-term unit sales/inventory to see if there’s a correlation.

 

[up_north]

Did they identify the source of the original musty smell?

 

[controlfreak]

Did they identify the source of the original musty smell?

Not yet. But they devised a plan to cover that smell with the wonderful aroma of fresh paint and clear coat.

 

[up_north]

Not yet. But they devised a plan to cover that smell with the wonderful aroma of fresh paint and clear coat.

Would be interesting to see if it’s a wet cabin filter…like I’ve had on three GV60s.

 

[controlfreak]

Would be interesting to see if it’s a wet cabin filter…like I’ve had on three GV60s.

It’s not. I checked that myself a few days after delivery.

 

[rickcinyyc]

When my G80 got hit, I had a choice of body shop. I chose the dealer. I was stopped and got hit head on. I figured the dealer had people familiar with the electronics if there was a problem.

When I traded it and was negotiating, the carfax accident report was brought up. At the time I did not know about diminished value but it cost me about $1000 five years later.

IANAL, but diminished value not being considered as part of insurance settlements is a result of the insurance lobby's impact on politicians. My wife's Pilot got rear ended and caused $10K in damage. When we went to trade it in, the dealer told us that their offer was $2500 less than if it hadn't had the accident. Diminished value should be part of an insurance settlement when you aren't at fault. IMO.

 

[Looney100]

IANAL, but diminished value not being considered as part of insurance settlements is a result of the insurance lobby's impact on politicians. My wife's Pilot got rear ended and caused $10K in damage. When we went to trade it in, the dealer told us that their offer was $2500 less than if it hadn't had the accident. Diminished value should be part of an insurance settlement when you aren't at fault. IMO.

I had someone hit me a few years ago and was tempted to go to court to get a fair outcome. While researching things, I found that in BC (I believe) the courts had been considering diminished value in its awards.

 

[Pulone]

Purchased a GV60 in April for my wife, having already purchased one for myself in December last year. Both from the same dealer (Genesis of Santa Monica). Sales experience was fairly OK.

The car wasn't really prepped properly for sale (bit dusty and dirty), but I was OK with that. But we noticed quite a strong musty/damp smell in the cabin after a day or two. My wife took it in for the service guy to look at, and he could not have been less helpful. No action. Roll forward two months, and the smell is still there. I called the dealership and told them it needed to be fixed properly. This is after waiting several weeks for them to fix a failed USB port in my own GV60. Agreed that they would come and collect the car, loaner provided.

Didn't hear anything for a week or so (the dealership is epically bad at communicating), so called them. "Ah, there's been a bit of a problem. The driver had a bit of an accident while reversing the car in the service area." Several days later, and the photos of the damage hadn't been provided to us. Eventually we got them, and they said they would use the best bodyshop in town etc etc.

They have had the car for about 6 weeks now, can't get straight answers from them on timeline or which parts will be replaced/repainted. I'm obviously thinking about diminished value etc.

This week we saw that the car had moved 10 miles or so, and appeared to be at some sort of bodyshop. So we took a drive to the address, and found the car.

I have had a conversation yesterday with the dealership GM, which I won't detail here yet. Suffice to say it wasn't an example of great customer service. Before I say any more, what would you do ? (And yes, that is damage to the right fender and side of the hood). The car has 1000 miles on it, and has spent more time with the dealer than it has with us since it was purchased.

View attachment 54648

Thanks,
I was considering them for my next car.....15 mins away.....guess I will have to drive a little farther.