Austin Genesis Service Is Terrible !!

[Won'tBuyGenesisAgain]

Although my 2015 5.0 sedan has been a dependable car .... " I will NOT purchase another Genesis ! "

When I purchased the car , the SouthPoint dealership covertly added another $ 450 to contract " for another so-

called major maintenance policy...what ?? .....the car already comes with a 5 yr bumper-bumper policy ! RIPOFF! "

I didn't catch this until much later...ate the $ 450...never went back .

Recently ( Round Rock Genesis ) I tried to schedule a 30K service appointment ... and was told " no appts available

for 3.5 weeks...really?

Genesis is trying to win over other luxury car buyers ...Benz...Lexus ... BMW... but they treat their customers

like they're driving their entry level hyundai... No Class ! All smiles & BS until you sign the contract.

Both Round Rock & South Point Genesis need to get their S**T Together !

I've owned Lexus, porsche , jaguar , caddy... and Genesis sevice does NOT even come close.

Will Never buy Genesis again ! Luxury Buyers Beware... Genesis service sucks ! You'll See.

 

[EdP]

Although my 2015 5.0 sedan has been a dependable car .... " I will NOT purchase another Genesis ! "

When I purchased the car , the SouthPoint dealership covertly added another $ 450 to contract " for another so-

called major maintenance policy...what ?? .....the car already comes with a 5 yr bumper-bumper policy ! RIPOFF! "

I didn't catch this until much later...ate the $ 450...never went back .

Recently ( Round Rock Genesis ) I tried to schedule a 30K service appointment ... and was told " no appts available

for 3.5 weeks...really?

Genesis is trying to win over other luxury car buyers ...Benz...Lexus ... BMW... but they treat their customers

like they're driving their entry level hyundai... No Class ! All smiles & BS until you sign the contract.

Both Round Rock & South Point Genesis need to get their S**T Together !

I've owned Lexus, porsche , jaguar , caddy... and Genesis sevice does NOT even come close.

Will Never buy Genesis again ! Luxury Buyers Beware... Genesis service sucks ! You'll See.

So what is covered by the "maintenance Policy? Maybe a service you could have used? Free oil changes? Was it a line item on the contract you agreed to?

Yes, some Genesis dealers so suck on service, others are great. Just like most every brand.

 

[Won'tBuyGenesisAgain]

So what is covered by the "maintenance Policy? Maybe a service you could have used? Free oil changes? Was it a line item on the contract you agreed to?

Yes, some Genesis dealers so suck on service, others are great. Just like most every brand.

Was never given 'any other maintenance policy'... " FREE " after paying $ 450 ? Again...car came with a 5-yr Bumper to bumper warranty.

 

[EdP]

Was never given 'any other maintenance policy'... " FREE " after paying $ 450 ? Again...car came with a 5-yr Bumper to bumper warranty.

I guess you got hoodwinked. You should have at least found out what you paid for.

 

[Won'tBuyGenesisAgain]

I guess you got hoodwinked. You should have at least found out what you paid for.

Car has been great otherwise.... a great car for someone who likes Austin Genesis service or does not live in Austin Tx...... I just don't hang with thieves and lousy customer service.

 

[mrcleeaan]

I wouldn't let a poor dealership experience stop you from buying a car you otherwise enjoyed and was reliable. I've purchased cars from stupid stealerships that I'd never return to (lexus, Honda, Toyota, etc.) But that's not stopping me from buying another one in the future.

 

[Won'tBuyGenesisAgain]

Car is for sale...in show room condition.

 

[MG8]

dealerships are a franchise so they are all different , you can't actually blame Genesis as a brand.

 

[Bourbonncigars]

dealerships are a franchise so they are all different , you can't actually blame Genesis as a brand.

Well.....I think you kind of can. I see it similar to an employee doing something wrong at work that ends up causing a customer problems. When the customer calls to complain, they're not going to ask for that employee. They're going to ask for the manager since they're the ones responsible for making sure their people know what to do. And they'd be right. Ultimately it falls on the leadership to make sure everyone under the umbrella is trained and doing things right.

If you go by what's posted on this forum (even by members who love their cars), Genesis has quite a bit of kinks to sort out in customer service and technical support. Those are the very things I'd want in place if I were to start a spin off luxury brand based on Hyundai.

 

[Mcc]

I see it similar to an employee doing something wrong at work that ends up causing a customer problems.

I don’t think your analogy works. The employee doing something wrong does not work for Genesis, but works for the dealership. And the dealership is not owned by Genesis either either. So what do you propose that Genesis should do?

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[MG8]

i get it. but sometimes, well most of the time dealers hire people that dont care for the brand and people apply for the job cause obviouly they need a job (service writers & sales associates). so it kinda sucks for Genesis and every other manufacture because there image will be based on the people these franchises hire. but try dealing with tesla you'll give Genesis 5 stars after you deal with tesla.

 

[MrMegadeth]

So what do you propose that Genesis should do?

Set a standard of service and audit their dealers and if they fail revoke their licenses.

 

[Mcc]

Set a standard of service and audit their dealers and if they fail revoke their licenses.

Not sure under state franchise licensing that they can do that. Do you know that they can?

 

[Won'tBuyGenesisAgain]

Some very intelligent replies..... thanks guys. I am Not blaming the ' genesis brand '..... just the two sub-standard Genesis dealers in Austin .... although ... Genesis Brand surely does have some " wrinkles to iron out "... regarding luxury class service rendering.

 

[Bourbonncigars]

Not sure under state franchise licensing that they can do that. Do you know that they can?

Being in the manufacturing industry, setting defined standards is where I'd go first. And, no, I don't know the rules and regulations involved. I do know that everything starts at the top. There's no getting around that.

Look at all the threads about a bad dealership experience. There's one key word in all of them: Genesis. That's the company at hand. If someone spills scolding hot coffee on themselves, it's McDonald's that gets sued. Not the McDonald's owned by John and Jane Smith.

Interesting read if you're in to this sort of stuff like my data seeking nerd ass is:
Liebeck v. McDonald's Restaurants - Wikipedia

So, yes. My goal would be to educate anyone using my name or my company's name to sell my products and set very, very defined and stringent standards with mandatory internal or external audits by an entity who themselves had a defined and stringent set of boxes to check off.

Businesses rely on people. Unfortunately, Capitalism can get in the way. Those same people are the foundation of work. And people, at the level we're talking (low paid customer service, techs that may or may not have had ANY formal training), are very likely to have no more motivation than doing the minimum possible while still collecting a paycheck. I know that sounds negative but I've seen it every day for 25 years.

Generally speaking, people only change when one of two outcomes are involved: Reward or loss. Seldom will you find front line workers who wake up and say, "Gosh darnit...I'm going to do my best today!" Bullshit. Not gonna happen.

Tell them they're going to get an extra $150 on their paycheck and see what happens. Tell them they're about to be fired if they do something again and see what happens. In both instances they'll straighten right up....for a little while.

So set a standard from the parent company that mandates who and what they're looking for and what the expectations are. Hire according. Yeah, I know. Easier said than done. It just takes a while.

Defined punitive actions set up front from the parent company to the dealers would be the way to go. Sad to say that fear is a great motivator.

 

[EdP]

I don’t think your analogy works. The employee doing something wrong does not work for Genesis, but works for the dealership. And the dealership is not owned by Genesis either either. So what do you propose that Genesis should do?

Genesis should be able to set some standards but the dealer laws screwed them. They wanted 100 but have 400 to control. I don't think they were prepared for it. In any case, part of the contract usually calls for certain materials, signage, but you cannot control personalities. Oh, then you have laws of 50 states to comply with.

I think the best thing that could happen to them is to lose at least 50, maybe even 100 dealers over the next two years.

 

[Mcc]

[

And, no, I don't know the rules and regulations involved.

I think you should have stopped at that sentence because although all your thoughts are very good, I just don’t know how all those great ideas can be legally implemented. Genesis or any brand doesn’t seem to be in a position to dictate to any dealer how to run their business. Why? Because

then you have laws of 50 states to comply with.

 

[MrMegadeth]

Not sure under state franchise licensing that they can do that. Do you know that they can?

Of course they can. You have to apply for a license, right. Meaning there there will be a revocation clause somewhere. No way would Ford let one of the their new car dealers sell Chevy off the same lot, for example.

If they cannot then this is an issue in the franchise model.....but fast food places get theirs taken away all the time.

 

[Mcc]

Of course they can. You have to apply for a license, right. Meaning there there will be a revocation clause somewhere. No way would Ford let one of the their new car dealers sell Chevy off the same lot, for example.

If they cannot then this is an issue in the franchise model.....but fast food places get theirs taken away all the time.

First of all, they already have a license. Second there are laws and contracts with the dealer association (not the individual dealers) as to what Genesis can and cannot require. You can’t just compare this situation to fast food where there is no association speaking for the franchisee or state lobbies protecting them. Until we really know the situation all suggestions are just wishful thinking. There are a LOT of politics in play here.

 

[EdP]

Of course they can. You have to apply for a license, right. Meaning there there will be a revocation clause somewhere. No way would Ford let one of the their new car dealers sell Chevy off the same lot, for example.

But they do. Latrobe Auto Group does. Knightlinger Motors does. Holiday Auto Group, etc.

Not to say that there are not some standards to adhere to, but evidently there are limits too.