GENESIS SERVICE GETS EVEN WORSE!

[MHT]

what a great way to serve your customers. Your dealership is lucky to have you!

I realize that all service departments are not the same, but my experience with the dealership and the service department here has been exceptional.
I believe that Genesis is pushing dealerships to step up their game, but some are either not getting the message or are choosing to ignore the message

 

[Jedclampet]

Genesis performed the Fuel Pump Recall on my vehicle yesterday via valet service. hen they delivered my car later that afternoon, they had brought the wrong vehicle!!!!! When they finally delivered the correct car (even later that day), it REEKED of gasoline. I left the car outside over night to let it "air out".

This morning the gas smell was still present but still quite obvious. With severe storms expected today, I decided to put the car in my garage. I started it and began to drive it into my garage. Half way in, the car stalled/stopped running. I tried to re-start it but all I got was a continuous clicking sound, which could only be stopped by again pressing "Start". NOTHING I COULD DO WOULD GET THE CAR GOING AGAIN.

I called for Genesis Roadside Assistance (GRA) and advised them of the situation, INCLUDING THE FACT THAT THE VEHICLE IS AWD AND STUCK IN PARK. When the tow truck arrived an hour later, he advised that he needed a dolly to move the vehicle but didn't have a dolly with him - DESPITE MY ADVISING GRA INITIALLY THAT THIS WAS AN AWD VEHICLE LOCKED IN PARK!!! The driver called his company and advised of the need for a dolly, then left.

NEXT, I GOT A TEXT FROM GRA ADVISING THAT MY CASE WAS CLOSED!!!!

I called GRA again and had to go through the whole process AGAIN and am now waiting for another tow truck to arrive in another hour. I HAVE LITTLE HOPE THAT THIS MATTER WILL BE RESOLVED IN A TIMELY FASHION.

GENESIS -NEVER AGAIN

I too needed a tow due to a dead battery and also from previous experience with BMW I knew to ask to make sure they knew the sequence to get the care in neutral and was told by GRA not to worry our sub contracted towers are Genesis certified ( BS). They arrived rather quick but over an hour went by and they finally left with out my car. Fortunately this was at my home and not some far away place in bad weather or worse a dangerous location. And several calls and several case numbers later the following day the next truck came and an hour later got lucky with the sequence. I for one did not spend this kind of money for shit service and the need to call 800 #s. One last thing I have since gone through the owners manual and printed the necessary steps to get it into neutral when the battery is dead and keep it in my glove box!

 

[wmiles]

Genesis performed the Fuel Pump Recall on my vehicle yesterday via valet service. hen they delivered my car later that afternoon, they had brought the wrong vehicle!!!!! When they finally delivered the correct car (even later that day), it REEKED of gasoline. I left the car outside over night to let it "air out".

This morning the gas smell was still present but still quite obvious. With severe storms expected today, I decided to put the car in my garage. I started it and began to drive it into my garage. Half way in, the car stalled/stopped running. I tried to re-start it but all I got was a continuous clicking sound, which could only be stopped by again pressing "Start". NOTHING I COULD DO WOULD GET THE CAR GOING AGAIN.

I called for Genesis Roadside Assistance (GRA) and advised them of the situation, INCLUDING THE FACT THAT THE VEHICLE IS AWD AND STUCK IN PARK. When the tow truck arrived an hour later, he advised that he needed a dolly to move the vehicle but didn't have a dolly with him - DESPITE MY ADVISING GRA INITIALLY THAT THIS WAS AN AWD VEHICLE LOCKED IN PARK!!! The driver called his company and advised of the need for a dolly, then left.

NEXT, I GOT A TEXT FROM GRA ADVISING THAT MY CASE WAS CLOSED!!!!

I called GRA again and had to go through the whole process AGAIN and am now waiting for another tow truck to arrive in another hour. I HAVE LITTLE HOPE THAT THIS MATTER WILL BE RESOLVED IN A TIMELY FASHION.

GENESIS -NEVER AGAIN

i too have experienced variations of service competency with Genesis. I do not know who owns the Genesis brand currently but they need a major customer service overhaul. Initially the service competency and quality was very good but the problem was a small number of qualified mechanics so it took time to get things done. Now, they seem to be pushing their customers away instead of trying to keep customers. For example, I had a small connection pin that helps hold the spare tire cover down in the corner of the cargo area break and instead of replacing the 2 dollar pin, they wanted me to buy a $250 replacement cover that came with pins and then an additional $200 for labor. This is a 2022 GV70 with <26K miles. Again, who owns Genesis?

 

[steveinarizona]

i too have experienced variations of service competency with Genesis. I do not know who owns the Genesis brand currently but they need a major customer service overhaul. Initially the service competency and quality was very good but the problem was a small number of qualified mechanics so it took time to get things done. Now, they seem to be pushing their customers away instead of trying to keep customers. For example, I had a small connection pin that helps hold the spare tire cover down in the corner of the cargo area break and instead of replacing the 2 dollar pin, they wanted me to buy a $250 replacement cover that came with pins and then an additional $200 for labor. This is a 2022 GV70 with <26K miles. Again, who owns Genesis?

Either you are joking, your are an alien (Mars?) or you have not bothered to read this forum. In case of the latter two, Hyundai Corp. owns Genesis and the dealerships are independently owned.

 

[wmiles]

Either you are joking, your are an alien (Mars?) or you have not bothered to read this forum. In case of the latter two, Hyundai Corp. owns Genesis and the dealerships are independently owned.

Although I am tempted to respond to your derogatory and condescending post in the same manner, FYI, "MY GENESIS" informed me GENESIS is no longer owned by HYUNDAI but their website claims to be a subsidiary of HYUNDAI and the GENESIS dealer in Norman, OK was owned by AUTOMAX but they now claim it was sold to GENESIS. So, pardon me for asking the question "who owns Genesis" No, I take that back, I am not going to ask for any apology from someone who only wishes to pontificate and insult others.

 

[EdP]

Although I am tempted to respond to your derogatory and condescending post in the same manner, FYI, "MY GENESIS" informed me GENESIS is no longer owned by HYUNDAI but their website claims to be a subsidiary of HYUNDAI and the GENESIS dealer in Norman, OK was owned by AUTOMAX but they now claim it was sold to GENESIS. So, pardon me for asking the question "who owns Genesis" No, I take that back, I am not going to ask for any apology from someone who only wishes to pontificate and insult others.

Who is the "MY GENESIS" you are referring to?
Meantime, a fresh batch of popcorn is on the stove.

 

[Trixie86]

Who is the "MY GENESIS" you are referring to?
Meantime, a fresh batch of popcorn is on the stove.

Ah yes, the Jiffy Pop!

 

[wmiles]

Who is the "MY GENESIS" you are referring to?

Ah yes, the Jiffy Pop!

I don't eat popcorn. Makes you fat, grumpy, and old

Genesis Owners Homepage | MyGenesis

 

[Trixie86]

I don't eat popcorn. Makes you fat, grumpy, and old

Genesis Owners Homepage | MyGenesis

Only if smothered in butter.

 

[srobak]

Although I am tempted to respond to your derogatory and condescending post in the same manner, FYI, "MY GENESIS" informed me GENESIS is no longer owned by HYUNDAI but their website claims to be a subsidiary of HYUNDAI and the GENESIS dealer in Norman, OK was owned by AUTOMAX but they now claim it was sold to GENESIS.

Any way you want to slice it - the Genesis automobile company is owned by Hyundai. That is precisely what subsidiary means. They are not separate entities, and with the amount of parts sharing and mfg facility sharing that happens between both brands (and Kia) - I can assure you 110% that Mother Hyundai Corporate controls EVERYTHING at Genesis.

Genesis corporate does not own any dealerships. They are independently owned and operated by local, regional or national dealship companies.

______________________________

Help support this site so it can continue supporting you!

 

[firstdown80]

Unfortunately, for many, when you are dealing with Genesis you have to deal with franchises and some franchisees are pretty awful. But some are good and hopefully more good is coming. So far I have been happy with my Genesis of Scottsdale dealership.

I will be making my first service appt with Genesis of Scottsdale. Glad to hear that they have good service. I have a GV70.

 

[wmiles]

Any way you want to slice it - the Genesis automobile company is owned by Hyundai. That is precisely what subsidiary means. They are not separate entities, and with the amount of parts sharing and mfg facility sharing that happens between both brands (and Kia) - I can assure you 110% that Mother Hyundai Corporate controls EVERYTHING at Genesis.

Genesis corporate does not own any dealerships. They are independently owned and operated by local, regional or national dealship companies.

thank you for your reply but I am not going to be baited into a flame war over what the service dealer OR what the MY GENESIS told me. on the phone or the manner of which other members replied to my post.

"Either you are joking, your are an alien (Mars?) or you have not bothered to read this forum. "

 

[EdP]

thank you for your reply but I am not going to be baited into a flame war over what the service dealer OR what the MY GENESIS told me. on the phone or the manner of which other members replied to my post.

"Either you are joking, your are an alien (Mars?) or you have not bothered to read this forum. "

You never did say who "MY GENESIS" is that you talk to.

 

[wmiles]

check reply #28

Genesis Owners Homepage | MyGenesis

 

[wmiles]

You never did say who "MY GENESIS" is that you talk to.

check reply #28

Genesis Owners Homepage | MyGenesis

 

[steveinarizona]

I have the app and have been a my Genesis user for more than a year. Where on that page does it say that Genesis is not owned by Hyundai? I may be going blind but I don't see it.

Thanks.

 

[He@d@che247]

I realize that all service departments are not the same, but my experience with the dealership and the service department here has been exceptional.
I believe that Genesis is pushing dealerships to step up their game, but some are either not getting the message or are choosing to ignore the message

i too have experienced variations of service competency with Genesis. I do not know who owns the Genesis brand currently but they need a major customer service overhaul. Initially the service competency and quality was very good but the problem was a small number of qualified mechanics so it took time to get things done. Now, they seem to be pushing their customers away instead of trying to keep customers. For example, I had a small connection pin that helps hold the spare tire cover down in the corner of the cargo area break and instead of replacing the 2 dollar pin, they wanted me to buy a $250 replacement c

i too have experienced variations of service competency with Genesis. I do not know who owns the Genesis brand currently but they need a major customer service overhaul. Initially the service competency and quality was very good but the problem was a small number of qualified mechanics so it took time to get things done. Now, they seem to be pushing their customers away instead of trying to keep customers. For example, I had a small connection pin that helps hold the spare tire cover down in the corner of the cargo area break and instead of replacing the 2 dollar pin, they wanted me to buy a $250 replacement cover that came with pins and then an additional $200 for labor. This is a 2022 GV70 with <26K miles. Again, who owns Genesis?

My biggest regret in life is the purchase of my 2022 Genesis G80. This car has caused me nothing but headache and I brought it brand new. I have always been a Honda and a Toyota fan and that’s what I should have stayed with regardless of how much they hyped up the Genesis. My nightmares, headaches and stress have all come from the negligence and incompetence of the Genesis service centers. We are forced to go to Genesis to service our cars in order to maintain the warranty, but the service centers are the ones that are destroying our cars. In May, I took my car into a Genesis service center for an oil change, and a mechanic left a rag in the engine of my car. I didn’t notice it until 10 minutes after driving away and my car stopped accelerating as the gas pedal stopped working and it started making a lot of noise, in which I had had to turn around and drive the car back to the service center. When I returned several mechanics ran to my car and told me they know what the problem is, the mechanic that worked on my car said he left a rag in the engine by accident. So if he knew he left it in the engine, why did he let me and my 2 toddlers drive off your death with a rag in the engine instead of rectifying the problem? Then when I returned VERY upset, I was told that if I didn’t calm down, they were going to call the police on me. Number two on September 11 I went to get the recall done on the fuel pump. It is now September 30 and my car reeks of strong gasoline so much to the point that it gives me a headache and I can’t put car seats or kids in the back of the car because the gasoline smell is so strong. I was told I would smell gas for a few days. It’s been way over a few days and the smell is just as strong as when I first got the car back. Finally, I was able to speak to a woman sales manager and she got things moving. I received a call today for me to bring the car in on Wednesday (I have to miss a day from work) so that they can check for leaks and clean the carpet to try to get the smell out, just in case gasoline was spilled on the carpet, which is what I think happened. Also, just trying to get appointments in general is always a headache and numerous times I have taken off from work and driven over an hour and a half (I don’t hz e a Genesis dealership/service center near me - note to self, don’t ever buy a car that does not have a dealership/service center in my county or neighboring county) to a service center, where I had a scheduled appointment, only to be told they didn’t have the recall part there so I needed to reschedule. Customer service is beyond reprehensible and all of them should be shut down. They are incompetent and negligent and we deserve better than that from a “luxury” car company! Every day, I pray that there is a class action lawsuit against Genesis so I can jump on board. I’ll be the first person to back it… signing off one angry infuriated customer.

 

[Tau]

You're part of a growing chorus.

 

[Alfer]

My biggest regret in life is the purchase of my 2022 Genesis G80. This car has caused me nothing but headache and I brought it brand new. I have always been a Honda and a Toyota fan and that’s what I should have stayed with regardless of how much they hyped up the Genesis. My nightmares, headaches and stress have all come from the negligence and incompetence of the Genesis service centers. We are forced to go to Genesis to service our cars in order to maintain the warranty, but the service centers are the ones that are destroying our cars. In May, I took my car into a Genesis service center for an oil change, and a mechanic left a rag in the engine of my car. I didn’t notice it until 10 minutes after driving away and my car stopped accelerating as the gas pedal stopped working and it started making a lot of noise, in which I had had to turn around and drive the car back to the service center. When I returned several mechanics ran to my car and told me they know what the problem is, the mechanic that worked on my car said he left a rag in the engine by accident. So if he knew he left it in the engine, why did he let me and my 2 toddlers drive off your death with a rag in the engine instead of rectifying the problem? Then when I returned VERY upset, I was told that if I didn’t calm down, they were going to call the police on me. Number two on September 11 I went to get the recall done on the fuel pump. It is now September 30 and my car reeks of strong gasoline so much to the point that it gives me a headache and I can’t put car seats or kids in the back of the car because the gasoline smell is so strong. I was told I would smell gas for a few days. It’s been way over a few days and the smell is just as strong as when I first got the car back. Finally, I was able to speak to a woman sales manager and she got things moving. I received a call today for me to bring the car in on Wednesday (I have to miss a day from work) so that they can check for leaks and clean the carpet to try to get the smell out, just in case gasoline was spilled on the carpet, which is what I think happened. Also, just trying to get appointments in general is always a headache and numerous times I have taken off from work and driven over an hour and a half (I don’t hz e a Genesis dealership/service center near me - note to self, don’t ever buy a car that does not have a dealership/service center in my county or neighboring county) to a service center, where I had a scheduled appointment, only to be told they didn’t have the recall part there so I needed to reschedule. Customer service is beyond reprehensible and all of them should be shut down. They are incompetent and negligent and we deserve better than that from a “luxury” car company! Every day, I pray that there is a class action lawsuit against Genesis so I can jump on board. I’ll be the first person to back it… signing off one angry infuriated customer.

Sell the car ASAP.

 

[srobak]

While I understand your pain - there are a couple of statements that need addressing...

I have always been a Honda and a Toyota fan and that’s what I should have stayed with regardless of how much they hyped up the Genesis.

Those are completely different classes of cars. Not even the Toyota Crowne is on par for class vs. a Genesis. If you were looking to change classes but stay in brand - then you should have looked at Acura and Lexus, respectively. Of course the price tags would be increased to match - which is likely why you were looking at Genesis in the first place.

We are forced to go to Genesis to service our cars in order to maintain the warranty

This is flatly false. You can have any ASE certified shop do your regularly scheduled maintenance - and if you keep the receipts you can (and should) even do most the basic maintenance yourself (including oil changes). Specialized maintenance, recall and WARRANTY work is what needs to be done AT a Genesis dealer. Nothing else. No, this will not put your warranty at risk.

my car reeks of strong gasoline [...] I was told I would smell gas for a few days. [...] I received a call today for me to bring the car in on Wednesday (I have to miss a day from work) so that they can check for leaks and clean the carpet to try to get the smell out, just in case gasoline was spilled on the carpet, which is what I think happened.

This happened consequent to the rag being left in the engine? Need to understand why/how that would have resulted in gasoline landing in your carpeting inside the car - have some very frank conversations with the service techs and managers to get to the bottom of this - but you'd do best to keep your temper in check (as understandably challenging as it might be). If you can't - then bring someone with you who can, or your attorney. This is obviously highly dangerous - and to be honest sounds like damage to your vehicle resulting in a safety risk. I'd contact your insurance company and attorney, if I were you.

all of them should be shut down.

While there are several Genny dealers who are problematic (as are several dealers of many other brands, including toyota and honda) - that is a very broad brush to paint with. Not ALL of them are bad - and not all techs at any individual shop are bad. Yes - the ratio seems high for Genesis for some reason, and that sucks - but there are several good ones out there. The problem you have experienced is very obviously an issue with the particular dealer and/or a/some techs within it... not the entire brand. Trashing all of anything due to one is a very problematic viewpoint to hold on anything - and leads to an extremely slippery slope in life. One bad apple does not always spoil the bunch.