Long Term Service Experience

[ntrainer]

Our family are strongly considering purchasing a GV60 in the "Base" model, but not only would this be our first experience with an EV (which we are looking forward to), but it would be our first experience with Genesis. We have been luxury car owners for a while, owning Acuras and Lexuses (and recently grabbed a MINI Cooper Countryman PHEV, which sort of counts in terms of the luxury service experience, at least in our neck of the woods).

We had a troubling sales visit today with Fitzgerald Genesis in Gaithersburg, MD. We were mainly there to get a sense of the service experience (as we told them). We are the sort of people who buy a car and then USE it. For 10+ years. No lease. We get the car we love, and we want to own it for a long time. We're willing to pay more for service by going to a dealership, but only because (a) we know they will use OEM parts and/or know how to best care for the car, and (b) at least in our experience, luxury dealerships try to make the repairs as painless as possible by providing loaners when, say, the service will take longer than an hour or two. Sure, in some situations you might have to call and make an appointment to ensure a loaner is available (MINI says this is best), but honestly I've never had trouble with either Acura or Lexus saying, "So long as you let us take our time, we're happy to send you on your way and we'll call you when we have an update on your repair."

Fitzgerald Genesis is clearly trying to sell an $895 service package which would guarantee a loaner vehicle during service visits for the life of the car... but without that package, it was very clear that unless the particular repair was within warranty, Genesis customers are SOL in terms of any kind of loaner vehicle. To be honest, they didn't even indicate they would drive us to a nearby Metro (subway) stop if the wait for service was long. We asked, "What if we came in after 6+ years (out of warranty), the engine light was on, and you needed a part which isn't available for a few days." They said they would call us an Uber to get home, but unless we'd purchased that $895 package there were no loaner vehicles available for us.

That's totally unacceptable for any car dealership, as far as I'm concerned. We checked out a Toyota Prius at multiple dealers and were told us that of course they had a loaner fleet for longer-range repairs. But for a luxury car dealer?!? This is really ludicrous.

Unfortunately Fitzgerald owns both dealerships that are nearest to my husband's workplace (and this would primarily be his car to drive). We will look into some other dealerships which would require more of a drive... but thought I'd check with this forum: What's your real world experience with Genesis service? Is it really this terrible?

 

[steveinarizona]

If you read through this forum, you will see that there are many complaints about dealers BUT there are also many folks who have had good experiences.

I am 16 months into ownership of my GV60P and my experience with Genesis of Scottsdale has been excellent. Both times I got an almost brand new loaner (electrified G80, ICE GV80). They are experiencing staffing issues, like most dealers, so I made an appointment for my next visit which is later this month (15K service). Again, they will be giving me a loaner.

I would use the search function on this website to check out various dealers that you can work with. You will also see a lot of talk about standalone dealerships vs ones inside a Hyundai dealership. There are also now "hybrid" dealerships like mine where the sales function is handled at a showroom at an upscale mall (the sales associate told me they keep 100 cars on the roof) but the service is at the Hyundai dealership a few miles away (but they are building a separate service line for Genesis). In my opinion, the type of sales doesn't matter (standalone, inside Hyundai or Hybrid); it is the attitude of the company that owns the dealership.

 

[Tau]

Is it really this terrible?

Consider yourself fortunate if you find a decent dealer.

 

[steveinarizona]

JD Powers focuses on initial problems. Consumer Reports, which uses customer surveys, looks for all kinds of problems. Under CR Genesis looks better but not much but some others change dramatically. MB, for example, has terrible reliability according to CR users.

 

[Tau]

The J. D. Power Studies cited rank satisfaction with the Dealer Sales and Service Experience. Initial vehicle quality is the subject of and entirely separate annual study.

The 2023 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 37,234 buyers who purchased or leased their new vehicle from March through May 2023. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers).

2023 U.S. Sales Satisfaction Index (SSI) Study

The residual effects of the pandemic are finally in the rearview mirror, spurring improved customer satisfaction with the vehicle purchase process. According to the J.D. Power 2023 U.S. Sales Satisfaction Index (SSI) Study, SM released today, growing new-vehicle inventory on dealers' lots and...

www.jdpower.com

The 2023 U.S. Customer Service Index (CSI) Study is based on responses from 64,248 verified registered owners and lessees of 2020 to 2022 model-year vehicles. J.D. Power goes to great lengths to ensure that survey respondents are true owners of the brand they are representing. The study was fielded from August through December 2022.

2023 U.S. Customer Service Index (CSI) Study

The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in score for the first time in 28 years. According to the J.D. Power 2023 U.S. Customer...

www.jdpower.com

 

[steveinarizona]

The J. D. Power Studies cited rank satisfaction with the Dealer Sales and Service Experience. Initial vehicle quality is the subject of and entirely separate annual study.

The 2023 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 37,234 buyers who purchased or leased their new vehicle from March through May 2023. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers).

2023 U.S. Sales Satisfaction Index (SSI) Study

The residual effects of the pandemic are finally in the rearview mirror, spurring improved customer satisfaction with the vehicle purchase process. According to the J.D. Power 2023 U.S. Sales Satisfaction Index (SSI) Study, SM released today, growing new-vehicle inventory on dealers' lots and...

www.jdpower.com

The 2023 U.S. Customer Service Index (CSI) Study is based on responses from 64,248 verified registered owners and lessees of 2020 to 2022 model-year vehicles. J.D. Power goes to great lengths to ensure that survey respondents are true owners of the brand they are representing. The study was fielded from August through December 2022.

2023 U.S. Customer Service Index (CSI) Study

The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in score for the first time in 28 years. According to the J.D. Power 2023 U.S. Customer...

www.jdpower.com

Thank you. I stand corrected!

 

[ntrainer]

We were able to meet with some folks who live near us and own a GV60, which was helpful information... they had a problem with the car when it was delivered (taillight not working), and it took 4-5 weeks to get an appointment with Alexandria Genesis. Granted, the concierge service worked well, but they had to call to ask whether their car was ready or not after two days.

None of this is worrying, exactly, since the problem was fixed and they had a loaner in the meantime. But it does concern me that it would take 4-5 weeks to get an appointment. What about a situation when the "check engine" light comes on and the car needs immediate attention? What about when you blow out a tire? I mean, life happens. As I wrote above, I know that by going to a dealer we will pay more than an independent shop. I'd be willing to do it if I were getting any sort of luxury car experience akin to Lexus and/or Acura (e.g. I just want a loaner). Truth be told, I don't care which loaner I'm provided... I just need a car while mine is in the shop. One of our local Lexus dealers has an Enterprise Rental desk within the dealership for just this purpose; they don't necessarily give you a Lexus. Fine with me!

Visited the Alexandria Genesis this morning to ask a few questions and they are, indeed, building a stand-alone dealership right next to the (new) Hyundai dealership. Should be ready this summer. They will have their own garage. Perhaps this will make a difference... or am I likely to be disappointed and should just, you know, go for an Ioniq 6 in the Limited trim package, knowing that we will get Hyundai service but at least be able to shop around for the best service with many, many more potential shops?

 

[steveinarizona]

We were able to meet with some folks who live near us and own a GV60, which was helpful information... they had a problem with the car when it was delivered (taillight not working), and it took 4-5 weeks to get an appointment with Alexandria Genesis. Granted, the concierge service worked well, but they had to call to ask whether their car was ready or not after two days.

None of this is worrying, exactly, since the problem was fixed and they had a loaner in the meantime. But it does concern me that it would take 4-5 weeks to get an appointment. What about a situation when the "check engine" light comes on and the car needs immediate attention? What about when you blow out a tire? I mean, life happens. As I wrote above, I know that by going to a dealer we will pay more than an independent shop. I'd be willing to do it if I were getting any sort of luxury car experience akin to Lexus and/or Acura (e.g. I just want a loaner). Truth be told, I don't care which loaner I'm provided... I just need a car while mine is in the shop. One of our local Lexus dealers has an Enterprise Rental desk within the dealership for just this purpose; they don't necessarily give you a Lexus. Fine with me!

Visited the Alexandria Genesis this morning to ask a few questions and they are, indeed, building a stand-alone dealership right next to the (new) Hyundai dealership. Should be ready this summer. They will have their own garage. Perhaps this will make a difference... or am I likely to be disappointed and should just, you know, go for an Ioniq 6 in the Limited trim package, knowing that we will get Hyundai service but at least be able to shop around for the best service with many, many more potential shops?

In my opinion, standalone vs Hyundai dealership makes only a marginal difference. The marginal aspect is that building a separate dealership might indicate a commitment by the store owner to be a quality dealer. But, ultimately, it comes down to the management commitment to a quality experience. My dealership, Genesis of Scottsdale, has so far been excellent but it did want appointments for routine maintenance. They have provided me an Electrified G80 for the 5K service, an ICE GV80 for the second service and I am going in later this month for the third service and I will see what loaner they provide. But I have not had something happen requiring immediate service. Like you, if they take the car and give me a loaner (but I do expect a somewhat similar loaner), I am okay with the delays as I know that the entire industry is having staffing and parts troubles. But if they don't, I will be down the street at the Penske luxury car collection to trade in my GV60P. My BMW dealership there always took my car immediately and provided me with a loaner.

By the way, my dealership is what is called a hybrid model. They opened the showroom and sales functions at a high end outdoor mall a few miles from the Hyundai dealership (but walkable from my house). The sales associate there told me they have 100 cars on the roof. The service remains at the Hyundai dealership but they are in the middle of building a separate line for Genesis.

 

[Trixie86]

In my opinion, standalone vs Hyundai dealership makes only a marginal difference. The marginal aspect is that building a separate dealership might indicate a commitment by the store owner to be a quality dealer. But, ultimately, it comes down to the management commitment to a quality experience. My dealership, Genesis of Scottsdale, has so far been excellent but it did want appointments for routine maintenance. They have provided me an Electrified G80 for the 5K service, an ICE GV80 for the second service and I am going in later this month for the third service and I will see what loaner they provide. But I have not had something happen requiring immediate service. Like you, if they take the car and give me a loaner (but I do expect a somewhat similar loaner), I am okay with the delays as I know that the entire industry is having staffing and parts troubles. But if they don't, I will be down the street at the Penske luxury car collection to trade in my GV60P. My BMW dealership there always took my car immediately and provided me with a loaner.

By the way, my dealership is what is called a hybrid model. They opened the showroom and sales functions at a high end outdoor mall a few miles from the Hyundai dealership (but walkable from my house). The sales associate there told me they have 100 cars on the roof. The service remains at the Hyundai dealership but they are in the middle of building a separate line for Genesis.

One thing I would add is, with the techs concentrating on Genesis only, they will better understand and be able to fix the odd issues more swiftly because of repetition. My experience with two Hyundai/Genesis stores have been great. My 1st standalone Genesis store as well.

 

[srobak]

It's really unfortunate that Hyundai/Genny service has tanked over the years. I remember early on there were a few complaints here and there - but overall people seemed satisfied and with the understanding that it was a Hyundai dealer doing the work - so it wasn't as red-carpet of an experience as it is at a Merc dealer.

Personally - 2 of the 3 dealers I went to in Chicagoland (Rosen @ Algonquin (purchased there) and Gerald @ North Aurora) were really good. Loren Hyundai @ Glenview (now Napleton) - not so much, and I switched when I moved further west in the burbs.

Been reading a lot of bad stories the past few weeks on here regarding service, even at standalones - and it makes me cringe, as on top of the questionable styling and design choices, now required standalone dealerships, dramatically faltering quality & mechanical issues, and the voyaging into the realms of unnecessary tech & it's contributions to rampant price hikes - it is going to lead to the brand's demise here in the US if there isn't some serious steps towards improvement. The sales & warranty figures are not justifying their continued existence, and there are far fewer dealers who have been willing to make the investment than what Mother Hyundai was banking on.

______________________________

Help support this site so it can continue supporting you!

 

[EdP]

It's really unfortunate that Hyundai/Genny service has tanked over the years. I remember early on there were a few complaints here and there - but overall people seemed satisfied and with the understanding that it was a Hyundai dealer doing the work - so it wasn't as red-carpet of an experience as it is at a Merc dealer.

Personally - 2 of the 3 dealers I went to in Chicagoland (Rosen @ Algonquin (purchased there) and Gerald @ North Aurora) were really good. Loren Hyundai @ Glenview (now Napleton) - not so much, and I switched when I moved further west in the burbs.

Been reading a lot of bad stories the past few weeks on here regarding service, even at standalones - and it makes me cringe, as on top of the questionable styling and design choices, now required standalone dealerships, dramatically faltering quality & mechanical issues, and the voyaging into the realms of unnecessary tech & it's contributions to rampant price hikes - it is going to lead to the brand's demise here in the US if there isn't some serious steps towards improvement. The sales & warranty figures are not justifying their continued existence, and there are far fewer dealers who have been willing to make the investment than what Mother Hyundai was banking on.

Auto service took a big hit with the pandemic and is struggling to rebound. All brands have complaints. There is a big shortage of auto techs that will get worse with time.

When we were 16, the only thing (besides girls) on our mind was getting a driver's license and eventually a car. Kids today often wait a few years and are more interested in a new phone over a car.

Rather than get their hands dirty, they load up on student debt, take collage courses in Interpretive Dance and end up as burger flippers. Cars are more complex and you need more training to take care of them.

Years ago, I did my own maintenance. Thought nothing of it to change a water pump or starter. Now I look under the hood and just check the oil. Don't recognize some of those things tucked away in there.

 

[Trixie86]

It's really unfortunate that Hyundai/Genny service has tanked over the years. I remember early on there were a few complaints here and there - but overall people seemed satisfied and with the understanding that it was a Hyundai dealer doing the work - so it wasn't as red-carpet of an experience as it is at a Merc dealer.

Personally - 2 of the 3 dealers I went to in Chicagoland (Rosen @ Algonquin (purchased there) and Gerald @ North Aurora) were really good. Loren Hyundai @ Glenview (now Napleton) - not so much, and I switched when I moved further west in the burbs.

Been reading a lot of bad stories the past few weeks on here regarding service, even at standalones - and it makes me cringe, as on top of the questionable styling and design choices, now required standalone dealerships, dramatically faltering quality & mechanical issues, and the voyaging into the realms of unnecessary tech & it's contributions to rampant price hikes - it is going to lead to the brand's demise here in the US if there isn't some serious steps towards improvement. The sales & warranty figures are not justifying their continued existence, and there are far fewer dealers who have been willing to make the investment than what Mother Hyundai was banking on.

Bought my G90 at Gerald Hyundai and just recently, had some maintenance at their new stand alone. Both good experiences. Glenview is much closer to me. What was your issue with them?

 

[srobak]

Bought my G90 at Gerald Hyundai and just recently, had some maintenance at their new stand alone. Both good experiences. Glenview is much closer to me. What was your issue with them?

I actually bought my '11 Azera from them, and had them doing the service at first. Then they left the drain plug loose on the engine during an oil change and I didn't realize it until it was too late. They tried to deflect responsibility and started giving me the runaround since it was used - though I bought a warranty from them. Then they said they couldn't find an engine - and it would be a while... so I found it for them in about 30 minutes and a phone call. They had my car another 3 weeks after the engine arrived. I was soured from that and about 4 months later the right opportunity came up on a 1 year old CPO 2015 Ultimate AWD at Rosen. The first maintenance was free there - and then I took it to Glenview (was Loren - now Napleton). The service manager gave me attitude when he knew I didn't get the car there, and I found they didn't top off fluids and such like they do when you bring it in for scheduled maintenance. I was just rubbed enough the wrong way after that - and I started bringing it to Rosen. A few months after that I moved to Oswego and started bringing it to Gerald until I moved out of state about 4 years later.

Keep in mind my issues with Loren was back in 2014-15... and they have changed ownership since. Not sure if the staff was retained, or if they have since rotated, etc. So - it could be a completely different story now, and Napleton owns a slew of dealerships across the midwest (I live in Green Bay now - but am looking at a G90 at one of their dealerships in Indy).

 

[ppodell]

Our family are strongly considering purchasing a GV60 in the "Base" model, but not only would this be our first experience with an EV (which we are looking forward to), but it would be our first experience with Genesis. We have been luxury car owners for a while, owning Acuras and Lexuses (and recently grabbed a MINI Cooper Countryman PHEV, which sort of counts in terms of the luxury service experience, at least in our neck of the woods).

We had a troubling sales visit today with Fitzgerald Genesis in Gaithersburg, MD. We were mainly there to get a sense of the service experience (as we told them). We are the sort of people who buy a car and then USE it. For 10+ years. No lease. We get the car we love, and we want to own it for a long time. We're willing to pay more for service by going to a dealership, but only because (a) we know they will use OEM parts and/or know how to best care for the car, and (b) at least in our experience, luxury dealerships try to make the repairs as painless as possible by providing loaners when, say, the service will take longer than an hour or two. Sure, in some situations you might have to call and make an appointment to ensure a loaner is available (MINI says this is best), but honestly I've never had trouble with either Acura or Lexus saying, "So long as you let us take our time, we're happy to send you on your way and we'll call you when we have an update on your repair."

Fitzgerald Genesis is clearly trying to sell an $895 service package which would guarantee a loaner vehicle during service visits for the life of the car... but without that package, it was very clear that unless the particular repair was within warranty, Genesis customers are SOL in terms of any kind of loaner vehicle. To be honest, they didn't even indicate they would drive us to a nearby Metro (subway) stop if the wait for service was long. We asked, "What if we came in after 6+ years (out of warranty), the engine light was on, and you needed a part which isn't available for a few days." They said they would call us an Uber to get home, but unless we'd purchased that $895 package there were no loaner vehicles available for us.

That's totally unacceptable for any car dealership, as far as I'm concerned. We checked out a Toyota Prius at multiple dealers and were told us that of course they had a loaner fleet for longer-range repairs. But for a luxury car dealer?!? This is really ludicrous.

Unfortunately Fitzgerald owns both dealerships that are nearest to my husband's workplace (and this would primarily be his car to drive). We will look into some other dealerships which would require more of a drive... but thought I'd check with this forum: What's your real world experience with Genesis service? Is it really this terrible?

I needed a couple of routine parts for my 4 month old GV70. My car was down for a month waiting for the parts. I was told that I needed to schedule a loaner a moth in advance. No provisions for unscheduled maintenance.

 

[ntrainer]

I needed a couple of routine parts for my 4 month old GV70. My car was down for a month waiting for the parts. I was told that I needed to schedule a loaner a moth in advance. No provisions for unscheduled maintenance.

I have to admit, to me that's entirely unacceptable! Do you have more than one dealer in your neck of the woods in order to get another "bid" on the work? This is warranty work if your car was just 4 months old. That's a build issue. If you don't mind my asking, what parts took a new car out of commission for an entire month?

 

[ppodell]

I was in the smallest fender bender. You had to look closely to see any damage, I needed to replace a headlight with a 1/2 in crack, a scratched/torn bumper and a bumper bracket (which was the hold up). Two dealers don't do body work but it is farmed out to a great local body shop (Jeff's in Annapolis). The body shop that I normally use couldn't get the parts. Genesis wouldn't sell parts to a non-certified shop.

 

[ntrainer]

I was in the smallest fender bender. You had to look closely to see any damage, I needed to replace a headlight with a 1/2 in crack, a scratched/torn bumper and a bumper bracket (which was the hold up). Two dealers don't do body work but it is farmed out to a great local body shop (Jeff's in Annapolis). The body shop that I normally use couldn't get the parts. Genesis wouldn't sell parts to a non-certified shop.

That sounds like a tough situation. You probably didn't want to file an insurance claim (which would have gotten you a "loaner" if you have rental coverage), but Genesis wasn't willing to get anything done in a reasonably timely manner.

BTW -- and, ppodell, this may be located a bit far away from you but, hey, maybe not -- in our car shopping this weekend we stopped by Hyundai/Genesis of Springfield (Virginia) and were told that they're breaking ground on a new Genesis-only facility this summer. Looks like by the end of 2024 we might therefore have two (sort of) separate Genesis facilities in the DMV, one in Springfield and the other in Alexandria, VA (the Del Ray neighborhood, for those of you who are local). In Alexandria they've already got the framing up on a Genesis building that they claim will be completed by the summer, with the Hyundais serviced in a larger building next door (also currently under construction but with a later completion date).

 

[ppodell]

They are building a stand alone dealer in Bowie, hopefully it will be ready by the end of the year. Cheap to fix? The one piece headlight assembly was over $4K!