Moisture in headlights

[steveinarizona]

Since its inception Lexus always took the high road approach distancing itself from Toyota and provided great with customer service. Heck, even Acura has much better service than Genesis.
In my opinion Genesis service at the dealership and corporate suck big time and are the worst part of my experience with the brand.

My experience has been good but I had an interesting conversation yesterday regarding an appointment for service. I am overdue for maintenance and I have a repair that needs to be done. I asked for a loaner. The scheduler said that the only way they can guarantee a loaner is if they give me home pickup service. I was trying to make it easier for the dealership. My dealership has lots of loaners so I am confident that I could have gotten one if I drove in but I agreed to the delivery service. My guess is that the dealership is compensated by Genesis for the service and therefore wants to make sure it has enough business to justify the cost.

 

[SoCalG90]

My experience has been good but I had an interesting conversation yesterday regarding an appointment for service. I am overdue for maintenance and I have a repair that needs to be done. I asked for a loaner. The scheduler said that the only way they can guarantee a loaner is if they give me home pickup service. I was trying to make it easier for the dealership. My dealership has lots of loaners so I am confident that I could have gotten one if I drove in but I agreed to the delivery service. My guess is that the dealership is compensated by Genesis for the service and therefore wants to make sure it has enough business to justify the cost.

My dealer has been using outsourced valet drivers, not dealership employees. I do not really care for that. Some non-vetted random cologne soaked grown adult taking my car back to the dealer. The dealership does employ their own valets, but they are young people who probably take the cars from the service port to the parking area. My old dealership used young valets that they hired. I trusted them more. Granted, nothing ever happened to my car, but I would still want the dealership to do it, not some 3rd party.

 

[Marleymon]

Dealer here was told by Genesis Corp to get more Loaners on the lot.. they were 20 short.. will see.

 

[Lalin]

My experience has been good but I had an interesting conversation yesterday regarding an appointment for service. I am overdue for maintenance and I have a repair that needs to be done. I asked for a loaner. The scheduler said that the only way they can guarantee a loaner is if they give me home pickup service. I was trying to make it easier for the dealership. My dealership has lots of loaners so I am confident that I could have gotten one if I drove in but I agreed to the delivery service. My guess is that the dealership is compensated by Genesis for the service and therefore wants to make sure it has enough business to justify the cost.

Lucky you! My dealership wont give me a loaner for at least 6 weeks!

 

[Acpantera]

So the latest on our soggy headlamps. After getting nowhere with Genesis customer relations. I talked to the service manager again, and asked why our car was denied warranty when they didn't even perform the TSB.
The manager said that they only do the tsb for warranty purposes if the lamps have pooling of water in the lamp assembly. Unbelievable

 

[716GV60]

'23 checking in, have had water in both headlamps despite replacement.

 

[tomashek]

View attachment 62682
'23 checking in, have had water in both headlamps despite replacement.

This is nuts, but at least you got replacement. I have just been denied for the 3rd time by Genesis warranty department, despite giving them 7 consecutive day pictures of the headlight and moisture. Nope, they said no…
It looks like that:

 

[skiingj]

This is nuts, but at least you got replacement. I have just been denied for the 3rd time by Genesis warranty department, despite giving them 7 consecutive day pictures of the headlight and moisture. Nope, they said no…
It looks like that:

Dam, can you go to a different dealer? I would escalate. If you create a BBB complaint, it will get an executive resolution specialist almost immediately. I had a great experience with them. The dealer sucked but in the end, the specialist came through. Creating a BBB complaint is very easy to do and the specialist will do all the work to get it fixed.

 

[tomashek]

Dam, can you go to a different dealer? I would escalate. If you create a BBB complaint, it will get an executive resolution specialist almost immediately. I had a great experience with them. The dealer sucked but in the end, the specialist came through. Creating a BBB complaint is very easy to do and the specialist will do all the work to get it fixed.

It’s been escalated with Genesis Customer Experience, they try to get clarification denial. It’s Genesis Warranty department that denies it, so not sure if other dealer would do anything.
I for sure keep in mind BBB complain report. If this goes nowhere- that is likely what I’ll try next.

 

[skiingj]

BBB Complaints take a whole different route within Genesis. Save yourself time just submit one and you will be rid of the headache.

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[steveinarizona]

This is nuts, but at least you got replacement. I have just been denied for the 3rd time by Genesis warranty department, despite giving them 7 consecutive day pictures of the headlight and moisture. Nope, they said no…
It looks like that:

I don't know where you are from but in many states this is what small claims court is for. Sue them both (dealer and Genesis).

 

[Acpantera]

So after going back and forth with Genesis customer experience people, They recommend taking our car to another dealer....can't make this crud up...
I will be contacting the BBB as well as the NYS dmv where they train technicians and certify them to perform annual safety/emissions on all vehicles registered in NY State.
I also reported the issue to the National Highway Traffic Safety Administration. I highly recommend everyone with this issue contact them, they can force manufacturers to recall faulty safety items...like lights. NHTSA.GOV , takes 5min to fill out a report. Please take the time and do it.

 

[tomashek]

So after going back and forth with Genesis customer experience people, They recommend taking our car to another dealer....can't make this crud up...
I will be contacting the BBB as well as the NYS dmv where they train technicians and certify them to perform annual safety/emissions on all vehicles registered in NY State.
I also reported the issue to the National Highway Traffic Safety Administration. I highly recommend everyone with this issue contact them, they can force manufacturers to recall faulty safety items...like lights. NHTSA.GOV , takes 5min to fill out a report. Please take the time and do it.

What would different dealer do that makes Genesis warranty department to approve it? I don’t get it, why would they even suggest it? Aren’t all claims go to same Genesis warranty department for approvals?

 

[Lalin]

What would different dealer do that makes Genesis warranty department to approve it? I don’t get it, why would they even suggest it? Aren’t all claims go to same Genesis warranty department for approvals?

Maybe they never sent it to Genesis for approval and wanted to make the sale of the replacement parts outright

 

[tomashek]

BBB Complaints take a whole different route within Genesis. Save yourself time just submit one and you will be rid of the headache.

Genesis Customer Experience just emails me that Genesis Canada denied headlight replacement….. just unbelievable..
Submitting BBB complain now…

 

[skiingj]

Genesis Customer Experience just emails me that Genesis Canada denied headlight replacement….. just unbelievable..
Submitting BBB complain now…

Genesis / Hyundai is part of a consortium for lack of better word with BBB. At least in the US. Sorry I did not know you are in Canada. Good luck, let us know the outcome. I had a reply in hours of the complaint.

 

[tomashek]

Genesis / Hyundai is part of a consortium for lack of better word with BBB. At least in the US. Sorry I did not know you are in Canada. Good luck, let us know the outcome. I had a reply in hours of the complaint.

a thanks for all your help, already got respond from BBB, complain in motion… we shall see.