Disappearing Genesis Dealerships

[ultra63]

I had to book my valet appointment 2 months in advance. Now the valet option is missing from the app.

Same here. Genesis. com still advertises valet!

 

[Trixie86]

Same here. Genesis. com still advertises valet!

I always had a good experience when I call/email the Service Mgr directly in Chicago area. I don't go through Genesis.

 

[pippa]

I always had a good experience when I call/email the Service Mgr directly in Chicago area. I don't go through Genesis.

I'm going directly through the dealership as well.

the service manager doesn't return my emails, and it's virtually impossible to get anyone on the phone, but not entirely impossible. he does take my (repeated) calls and references the information in the email. because I spent some time there one afternoon, I'm pretty sure there's exactly one service advisor on the genesis side, and the service manager. I was given the impression they were trying to hire anyone else.

 

[Trixie86]

I'm going directly through the dealership as well.

the service manager doesn't return my emails, and it's virtually impossible to get anyone on the phone, but not entirely impossible. he does take my (repeated) calls and references the information in the email. because I spent some time there one afternoon, I'm pretty sure there's exactly one service advisor on the genesis side, and the service manager. I was given the impression they were trying to hire anyone else.

Sorry to hear that. Can I assume that there isn't another dealer near by? I'm fortunate to have no less than 5 within 30 miles. My only suggestion is to go directly to the GM via email or walk-in.

 

[pippa]

Sorry to hear that. Can I assume that there isn't another dealer near by? I'm fortunate to have no less than 5 within 30 miles. My only suggestion is to go directly to the GM via email or walk-in.

correct. it's the closest one, and it's over an hour away.

I did get good service, and a loaner, ultimately, after calling and emailing (and calling and emailing and calling again) but I admit to being very grateful the car seems solid. suspect it'd be quite challenging if I had a major issue.

 

[GV60_Plano]

HI all, this is a very informational and helpful thread, sadly I wish I would have read it before buying my GV60 (Dallas, TX) a few months ago.

The deciding factor for our GV60 purchase was the peace of mind that came with Service Valet. We are extremely disappointed. Simply put, this is the biggest false advertisement we’ve fallen for and a total failure of the Genesis brand Promise and can easily become a class action law suit if Genesis does not fix the problem quickly, offer compensation or stop promoting the service.

Our GV60 currently has 3 recalls along with the master warning light going on and off. On a weekly basis, the car requires multiple “reboots“ of the software to fix bugs.

The earliest Service Valet could provide a loaner is 3 months from our original request, This is not acceptable and far from “service valet” promise.

Also, as others have stated, the service valet option has disappeared from the app, so we had to call the dealer to book. We need a loaner while our car is at the shop and there is zero options the dealer or Genesis could provide. (I am still in discussions with Genesis National Team without resolution). Maybe some markets do not have this issue, but there is a clear problem in the Dallas/Fort Worth area and this was even acknowledged by the dealership. They do not have the infrastructure to handle the demand.

For anybody who is considering to buy a Genesis, do your research to make sure Service Valet is properly supported in your area. And for anybody in the Dallas, Texas area, who is having the same problem of poor service valet, a collective voice of action to Genesis National demanding a resolution or compensation Is warranted. It won’t be long before this is a class action lawsuit.

In the meantime we’ll drive around with the multiple recalls and issues until we can get our car serviced and be provided with a loaner. February is right around the corner

 

[G90isGreat]

Just thinking out loud here, but I would t buy a $50,000+ car just based on a service valet.

 

[GV60_Plano]

Just thinking out loud here, but I would t buy a $50,000+ car just based on a service valet.

$67k for performance version . And coming from BMW, Porsche after sales service is expected to be perfect. My point and issue is the Genesis is selling and promising something they cannot deliver.

 

[pulsar]

Many here have had the same issue. My dealer at the time, Genesis of Dallas was real clear that Genesis was who my service was thru and all the BS complementary advertised stuff, when available was also thru Genesis. It was like they wanted it clear the Hyundai dealer who was the actual selling dealer and the only sign out front on the building had nothing to do with the Genesis side of things. I think I even had to sign an acknowledgment to this. A year later they gave up their Genesis franchise and was back to Hyundai only dealer.

 

[steveinarizona]

There are several Genesis dealers in the Dallas/Fort Worth area. Have you tried changing dealerships for service?

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[GV60_Plano]

There are several Genesis dealers in the Dallas/Fort Worth area. Have you tried changing dealerships for service?

Tried everything even genesis national could not find an alternative solution with another dealer. (Still on going discussions) Love the vehicle when it is error free but when it needs service it’s a nightmare, be fore warned. One might want to use the app to hypothetically schedule Service to see how long it would take before for Genesis could provide you with the promised vehicle loaner. Every market is different and I hope Dallas is the exception (of failed brand promise) not the rule. Would be interested to know if other metro markets are better worse or the same.

 

[Jhon]

Tried everything even genesis national could not find an alternative solution with another dealer. (Still on going discussions) Love the vehicle when it is error free but when it needs service it’s a nightmare, be fore warned. One might want to use the app to hypothetically schedule Service to see how long it would take before for Genesis could provide you with the promised vehicle loaner. Every market is different and I hope Dallas is the exception (of failed brand promise) not the rule. Would be interested to know if other metro markets are better worse or the same.

I feel for you. I have not had any issues with my car or with the service at the dealer. But reading what you, and others have gone through, I would be hesitant to purchase another one. I can see a dealer being bad, but no support from the company... thats nuts. I can imagine your feelings about buying a Genesis again.

 

[GV70-PA]

My wife really likes the car. We did have a differential issue, which was fixed under warranty, but with our local Genesis dealer no longer available, the Lexus and Acura dealers are not that far now. We like the car but unless Genesis really cleans-up their act we will go elsewhere next time. Our current experience is a Hyundai experience. Funny after our dealer dropped the franchise we have never heard from Genesis again.

 

[JaguarXJR]

The standard of service at Genesis dealerships seem to be extremely inconsistent- just read the reviews on Yelp and the like. Some get only 2 or 3 stars out of 5 overall. However I found one excellent dealer for Service work in the Los Angeles area - Norm Reeves Genesis in Cerritos. They get 4.5 and I've given them 5 . Their sales and service gets them rave reviews and seemingly their volume of Genesis business has prompted them to start building an even bigger Genesis facility close to the 605 FWY. Now that's the news we'd love to hear from elsewhere in the US.Note they have an adjacent Hyundai store that gets even higher ratings than the Genesis store ! Imagine the efficiencies in parts inventory,tech personnel and other resources from having both dealerships adjacent ! I'd suggest this as a model to Genesis of how to rollout their dealer network.

 

[cjdbrit]

Not worried about their work just frustrated that it 2 plus hours to get to the closest dealership. Would be be quite happy to go to Hyundai to get service and recall work done!

 

[JaguarXJR]

Obviously the Hyundai Dealer could do regular service and warranty work for those of us who don't have a nearby Genesis Dealer. Clearly Genesis isn't doing anything to address that issue. My journey back from Norm Reeves Genesis took 5 hours. Yes ,I passed a few Genesis dealers on the way (about 3 hours away) but going to a Genesis Dealer with a 2 out of 5 rating seemed foolish. Hopefully there will be no more recalls. I can handle the service work myself (but shouldn't have to) . Pity Genesis don't read these Forums.It would help them avoid a repeat of the Equus fiasco.

 

[GV70-PA]

When my dealer dropped the franchise they wanted nothing to do with any Genesis car. Not sure if the staff was upset or simply following directions. The owner, Mike Piazza, kept his franchise in West Chester, PA and our records were fully accessible there as expected. They have done some work for us and it was good and we were pleased. We were treated well, but given the distance there is no pick-up or drop-off. I expect there may be further industry shake-ups over time. With higher interest rates car purchases will decline. With the push for BEVs they will decline even further. Add to that some of the legislation coming in 2026 for all cars I think we will be keeping our cars for quite a while.

 

[JaguarXJR]

Worse, latest Consumer Reports is now rating Genesis low for reliability.

 

[Mcc]

Worse, latest Consumer Reports is now rating Genesis low for reliability.

How are you defining low? Genesis looks higher than Audi, Lincoln, Volvo or Mercedes.

 

[d4civan]

This is probably a better view, of GV70, the most popular model vs. Other similar models. Pity, it is the one thing I am worried about , for what's otherwise a fantastic car.