Bummer

[Andyj]

There are many instances of cable to battery contacts that failed in early Genesis sedans. Not sure if Hyundai resolved that in later models. The connection MAY look fine but it's not.

 

[Gravy]

Minor Update

Kirkland Genesis still has my car - and still no root cause has been identified. They are able to reproduce the symptoms described above. The Service Rep says that they continue to troubleshoot, but they don't have a hypothesis or ETA. I find it difficult to accept that they cannot locate the root cause for over six months. I'm beginning to question the competence of the techs at the dealership.

I have been driving a Mazda 3 rental for the past 7 weeks. But today they finally put me in a G70 loaner. When I went to pick it up, I noticed 3 big scratches on my G90 bumper. Great. Of course the dealer is going to pay for the repair, but this is turning into a clown show.

I am still waiting for a buy-back offer from Genesis. They said they have "started the process," but I haven't heard any update for over a week.

If the buy-back offer isn't acceptable and they can't repair it, then I will most likely go the Lemon Law route. It's a shame since I really like the car.

 

[XXX]

Minor Update

Kirkland Genesis still has my car - and still no root cause has been identified. They are able to reproduce the symptoms described above. The Service Rep says that they continue to troubleshoot, but they don't have a hypothesis or ETA. I find it difficult to accept that they cannot locate the root cause for over six months. I'm beginning to question the competence of the techs at the dealership.

I have been driving a Mazda 3 rental for the past 7 weeks. But today they finally put me in a G70 loaner. When I went to pick it up, I noticed 3 big scratches on my G90 bumper. Great. Of course the dealer is going to pay for the repair, but this is turning into a clown show.

I am still waiting for a buy-back offer from Genesis. They said they have "started the process," but I haven't heard any update for over a week.

If the buy-back offer isn't acceptable and they can't repair it, then I will most likely go the Lemon Law route. It's a shame since I really like the car.

The problem with a Genesis is you like the car, hate the service, and if you have an issue, you don’t have a car. I think there’s years of service grief to come before there will be enough stand a lone dealers. When people ask me what I think of my G90, I tell them it’s the best car I’ve ever hated.

 

[Gravy]

The problem with a Genesis is you like the car, hate the service, and if you have an issue, you don’t have a car. I think there’s years of service grief to come before there will be enough stand a lone dealers. When people ask me what I think of my G90, I tell them it’s the best car I’ve ever hated.

True that.

 

[EdP]

True that.

Reading back of this, if I was the dealer I'd replace the battery Did any of this happen with the old battery?
Not cheap, but neither is all the time put into this so far. Cable would be next.

My diagnosis is based on other real life experiences with machinery. "It can't be the (insert part name), it brand new" and similar.

Hope you have a good resolution in the end.

 

[Gravy]

Reading back of this, if I was the dealer I'd replace the battery Did any of this happen with the old battery?
Not cheap, but neither is all the time put into this so far. Cable would be next.

My diagnosis is based on other real life experiences with machinery. "It can't be the (insert part name), it brand new" and similar.

Hope you have a good resolution in the end.

I replaced the battery about a year ago when the OEM one died. When AAA picked it up the car, we tested the battery and it read 13 V. The AAA guy suggested we try jump starting - we did and it started right up and ran normally. That seems odd to me, but I don't know anything about electronics.

I told the dealership to replace the battery (as you suggest above); if the new battery fixed the problem then I would deal with a warranty claim on the battery that I purchased. I don't know if they tried that.

Honestly I think the car just sits there most of the time. At this point my hypothesis is that they don't have anyone qualified to diagnose or fix the problem, so they just keep kicking the can down the road. When I was at the dealership yesterday to pick up a loaner (after 7 weeks of driving a rental that cost GMA $2k), I noticed that my car was parked outside, covered in snow. The dash was ripped apart and the pieces were scattered on the front seat. It looks like they just gave up and parked the car outside.

 

[XXX]

As for battery, we had a similar situation. My wife drives an Acura RDX. Last year her car wouldn't start. We tried jumping it and nothing. She noticed the + cable wasn't seated correctly. We tried tightening it but it was just messed up. So, I forced it down and stuck something on top to hold it down and it started. Took it to the dealer, they put on a new cable and the car has been great ever since. So, it wouldn't hurt for them to look at that while they have the car "again". Story of my life as well.

 

[Gravy]

Update

The status of my vehicle is unchanged; still sitting at the dealer. They are able to repro the symptoms, but no root cause has been identified. And of course the big scratch on the front bumper that happened on their lot.

I spoke with Genesis corporate this morning. I have been waiting (3 weeks) for a buyback offer. The rep informed me that Genesis "won't be offering a buyback at this time." She said that my case does not meet the Lemon Law requirements for Washington state.

"I didn't realize that the minimal legal requirement was the ante, I thought that Genesis was working on a good faith offer that would be a win win" was my response. She said that the Lemon was the standard they would abide by.

"You could have told me that weeks ago."

I asked about the next steps for my vehicle. She said that they are going to send a "field technician" out to the dealership to assist.

"You could have done that weeks ago."

I told her that the car is just sitting there, nobody is even looking at it anymore. For months. It is beyond belief that they can't diagnose a root cause. Blah blah blah. I asked if this field technician is a certified Genesis tech. She assured me that this would be someone from engineering. We'll see. They will notify me when the field tech is scheduled.

In my opinion, Genesis is making a conscious choice to under-invest in quality and customer service. If you are lucky enough to get a trouble free G90 then you aren't impacted. But if you have the slightest complex issue, then forget about it. They obviously have quality issues on the front end, and they don't have the infrastructure to support competent service. It doesn't even seem like they are trying.

 

[XXX]

 

[RCH04]

Do you happen to have the ranking for Luxury Brands? Thanks.

______________________________

Help support this site so it can continue supporting you!

 

[XXX]

Do you happen to have the ranking for Luxury Brands? Thanks.

I do not. But keep in mind, Genesis is serviced by Hyundai for the most part. There are very few stand alone Genesis dealers. You drive a "luxury" car serviced through Hyundai. There is no luxury Genesis service. It is what it is.

 

[XBOHDPuKC]

 

[XXX]

I've never owned a Segment Average. But I certainly plan to test drive one.

At the end of the day, my only regret for leaving Lexus was the stellar service. Put the Genesis with Lexus service and you have something very special.

 

[OOF_138]

I had a similar experience Gravy. Had a salesmen insult me via text and management ignore me, ended up having to go to corporate. Missed the first case managers call by a minute, then the guy just ghosted. Wouldn't respond to calls, voicemails, or emails. After 3 weeks of countless attempts, and being given a run around by the main hotline, I eventually said I'm not hanging up until I speak with a higher up as this is ridiculous. I got a new case rep but he has more or less been useless. Very polite, but with no results that means jack shit. He initially told my wife that they can't do a buyback despite what the mainline rep suggested on the first phone call. Then the following phonecall I spoke with him and he said he was starting the process to file the claim for the buyback. Which was confusing but whatever, lets get this going. I asked how long it usually takes to reach a verdict and he said 2 weeks, but would call back 12 or 13 days just shy of that to inform me the claim was denied. When I asked why, he said something along the lines of "Well we looked at the NY lemon laws and because it's past 18k miles its no longer covered." to which I said I would call him back, looked up the NY lemon laws on the Attorney Generals website and for me because the car was purchased used at 32k miles I was covered for 90 days / 4k miles whichever comes first. I would then call back and tell him this and read it back to him word for word, and he paused to think for a second and stated "oh we don't do buybacks on used cars". At this point I'm dumbfounded and I'm like "you knew it was used from the start, so what was the whole point of this redundant process??"

I never had to go to corporate before, and I'm sure every company has its bullshit. But after this nightmare, that is still happening, I would never own another Genesis or any other related brands and will personally advocate against them to friends and family to hopefully spare them the potential nightmare. It's also quite amusing to see older threads on this forum with and see a screenshot email from the rep that ignored me back in the beginning.

 

[XXX]

I had a similar experience Gravy. Had a salesmen insult me via text and management ignore me, ended up having to go to corporate. Missed the first case managers call by a minute, then the guy just ghosted. Wouldn't respond to calls, voicemails, or emails. After 3 weeks of countless attempts, and being given a run around by the main hotline, I eventually said I'm not hanging up until I speak with a higher up as this is ridiculous. I got a new case rep but he has more or less been useless. Very polite, but with no results that means jack shit. He initially told my wife that they can't do a buyback despite what the mainline rep suggested on the first phone call. Then the following phonecall I spoke with him and he said he was starting the process to file the claim for the buyback. Which was confusing but whatever, lets get this going. I asked how long it usually takes to reach a verdict and he said 2 weeks, but would call back 12 or 13 days just shy of that to inform me the claim was denied. When I asked why, he said something along the lines of "Well we looked at the NY lemon laws and because it's past 18k miles its no longer covered." to which I said I would call him back, looked up the NY lemon laws on the Attorney Generals website and for me because the car was purchased used at 32k miles I was covered for 90 days / 4k miles whichever comes first. I would then call back and tell him this and read it back to him word for word, and he paused to think for a second and stated "oh we don't do buybacks on used cars". At this point I'm dumbfounded and I'm like "you knew it was used from the start, so what was the whole point of this redundant process??"

I never had to go to corporate before, and I'm sure every company has its bullshit. But after this nightmare, that is still happening, I would never own another Genesis or any other related brands and will personally advocate against them to friends and family to hopefully spare them the potential nightmare. It's also quite amusing to see older threads on this forum with and see a screenshot email from the rep that ignored me back in the beginning.

While I totally agree with the lack of Genesis service, I have had decent luck with getting a case manager to help. I've had the same one now for a while on this steering noise issue. She even got a Genesis Tech in town to drive and work on the steering. Granted, he didn't do too much, but whatever he did, currently it's not making the noise. They're even leaving the case open through the winter since the creaking noise happens during hot weather. Not having local Genesis shops is the biggest issue by far, but getting a decent case manager hasn't been too bad for me.

 

[OOF_138]

While I totally agree with the lack of Genesis service, I have had decent luck with getting a case manager to help. I've had the same one now for a while on this steering noise issue. She even got a Genesis Tech in town to drive and work on the steering. Granted, he didn't do too much, but whatever he did, currently it's not making the noise. They're even leaving the case open through the winter since the creaking noise happens during hot weather. Not having local Genesis shops is the biggest issue by far, but getting a decent case manager hasn't been too bad for me.

Maybe I should call your case manager and see what they say. Although she might say she can't speak with me as it isn't her case. But I'm curious as to why my case manager was so inept with the buyback process. RonL I'm not certain how to direct message on this forum but would you be comfortable messaging me your case managers extension so I can ask her tomorrow about the process to see if she gives a better answer than my case manager has?

 

[Gravy]

Update:

TLDR: Root cause identified, no ETA for fix.

Kirkland Genesis had gone silent for about a month, didn't return my calls nor did they return Genesis Corporate's calls. My car has been at the dealer since the first week of July 2022. 7 MONTHS.

Last week my corporate rep called to let me know that she escalated to Sr. Mgmt. since she was getting no response from Kirkland Genesis. Also, she said she will submit a 2nd request for a buyback. She said she would call back last Friday with an update, but of course she didn't call back.

But, last Friday my service rep at Kirkland Genesis finally called with an update. The so-called Genesis Field Engineer instructed the techs to replace two wiring harnesses. The parts are on order, no ETA. It took them 7 MONTHS to get to this point.

Thanks for all the comments above, good to know I am not the only one in this situation. Prospective buyers beware. The linchpin is a competent dealer service department; if you don't have one near you, don't go anywhere near Genesis.

 

[OOF_138]

Update:

TLDR: Root cause identified, no ETA for fix.

Kirkland Genesis had gone silent for about a month, didn't return my calls nor did they return Genesis Corporate's calls. My car has been at the dealer since the first week of July 2022. 7 MONTHS.

Last week my corporate rep called to let me know that she escalated to Sr. Mgmt. since she was getting no response from Kirkland Genesis. Also, she said she will submit a 2nd request for a buyback. She said she would call back last Friday with an update, but of course she didn't call back.

But, last Friday my service rep at Kirkland Genesis finally called with an update. The so-called Genesis Field Engineer instructed the techs to replace two wiring harnesses. The parts are on order, no ETA. It took them 7 MONTHS to get to this point.

Thanks for all the comments above, good to know I am not the only one in this situation. Prospective buyers beware. The linchpin is a competent dealer service department; if you don't have one near you, don't go anywhere near Genesis.

I was told that they were waiting on a replacement to the replacement but it was again on back order with a loose eta of 4-8 weeks. It was 50+ days and I was within the lemon law time frame for my state, so I emailed the manager saying something along the lines of "hey man, my car is still in your shop and they're telling me another 2 months. I've been left high and dry as a means of transportation, I want to schedule a sit down to discuss a refund. I researched our states used lemon warranty and I am covered". To which he didn't respond, I then sent a follow up with no response, called to be told he left early. Then the following Monday I get a random call from the shop saying the car was done and ready. I was worried they stuffed the old part back in since it was partially functional just to push me out of the shop and have my lemon warranty coverage end. But my Dad looked and said it was definitely a new rack and pinion. Though because it was in Queens Ny their shop apparently parks cars on the street so my car was parked in the street from late Nov to mid Jan and I got two tickets. A few people told me I should try to argue them to cover the payment and car insurance while the car was in their shop but with how difficult they made doing the right thing from the start, I know it'd be a waste of energy.

I have my corp rep calling me every few days to do what I assume is a back-pat swoop where he wants to finalize closing this case even though corporate didn't do anything. I will probably call him back tomorrow and tell him "yeah I got the car back and yeah it now drives how it should have in the first place." but I will be telling him this entire experience has been dog shit and I will still be discouraging friends and family members from buying Genesis.

I will keep the car for a bit but if I can determine if there is no sales tax on private trades as the idea of me wasting 4k in sales tax just to lose even more on a trade in and pay sales tax again is a bit hard to swallow, I will be looking to trade someone with a similarly valued and condition car. I've been beating myself up for the past 5 months about making such a dumb move when there were very obvious red flags. I also learned how lucky I've been in the past with previous purchases,
(ex; carfaxes don't mean shit if you don't get the dealership to sign the bottom of the printout) and that I was very lucky to have a sister who works from home lend me her car as I would be now chasing Genesis for a good amount of money to be reimbursed for a rental (to which I have only read negative things about, with them and Hyundai not honoring what they say and the fact my rep audibly got weird and refused to give me anything in writing said more than enough about how they operate)

Gravy I hope you get your wheels back soon, that infuriating feeling of zero progress being made and no one having any sense of haste after you've already waited way longer than you should have is just maddening. I tried looking at your older posts but didn't see it said, did they provide you a loaner during this nonsense?

 

[Gravy]

I was told that they were waiting on a replacement to the replacement but it was again on back order with a loose eta of 4-8 weeks. It was 50+ days and I was within the lemon law time frame for my state, so I emailed the manager saying something along the lines of "hey man, my car is still in your shop and they're telling me another 2 months. I've been left high and dry as a means of transportation, I want to schedule a sit down to discuss a refund. I researched our states used lemon warranty and I am covered". To which he didn't respond, I then sent a follow up with no response, called to be told he left early. Then the following Monday I get a random call from the shop saying the car was done and ready. I was worried they stuffed the old part back in since it was partially functional just to push me out of the shop and have my lemon warranty coverage end. But my Dad looked and said it was definitely a new rack and pinion. Though because it was in Queens Ny their shop apparently parks cars on the street so my car was parked in the street from late Nov to mid Jan and I got two tickets. A few people told me I should try to argue them to cover the payment and car insurance while the car was in their shop but with how difficult they made doing the right thing from the start, I know it'd be a waste of energy.

I have my corp rep calling me every few days to do what I assume is a back-pat swoop where he wants to finalize closing this case even though corporate didn't do anything. I will probably call him back tomorrow and tell him "yeah I got the car back and yeah it now drives how it should have in the first place." but I will be telling him this entire experience has been dog shit and I will still be discouraging friends and family members from buying Genesis.

I will keep the car for a bit but if I can determine if there is no sales tax on private trades as the idea of me wasting 4k in sales tax just to lose even more on a trade in and pay sales tax again is a bit hard to swallow, I will be looking to trade someone with a similarly valued and condition car. I've been beating myself up for the past 5 months about making such a dumb move when there were very obvious red flags. I also learned how lucky I've been in the past with previous purchases,
(ex; carfaxes don't mean shit if you don't get the dealership to sign the bottom of the printout) and that I was very lucky to have a sister who works from home lend me her car as I would be now chasing Genesis for a good amount of money to be reimbursed for a rental (to which I have only read negative things about, with them and Hyundai not honoring what they say and the fact my rep audibly got weird and refused to give me anything in writing said more than enough about how they operate)

Gravy I hope you get your wheels back soon, that infuriating feeling of zero progress being made and no one having any sense of haste after you've already waited way longer than you should have is just maddening. I tried looking at your older posts but didn't see it said, did they provide you a loaner during this nonsense?

Yep, it seems to be a common theme - Genesis does not have a sufficient Service infrastructure in place. I suppose that is understandable for a new brand, but Genesis can't claim "new guy" status any more. I am sure there are exceptions, but it comes down to luck for the individual owner.

Yes they did provide a loaner for a portion of the time. When a loaner wasn't available, I ran up a $2500 rental car bill with the promise that corporate would reimburse. Now corporate is refusing to reimburse until "the repair order is complete." In the meantime I am racking up high interest charges on my credit card. Sure does taste like a sh*t sandwich.

 

[OOF_138]

Yep, it seems to be a common theme - Genesis does not have a sufficient Service infrastructure in place. I suppose that is understandable for a new brand, but Genesis can't claim "new guy" status any more. I am sure there are exceptions, but it comes down to luck for the individual owner.

Yes they did provide a loaner for a portion of the time. When a loaner wasn't available, I ran up a $2500 rental car bill with the promise that corporate would reimburse. Now corporate is refusing to reimburse until "the repair order is complete." In the meantime I am racking up high interest charges on my credit card. Sure does taste like a sh*t sandwich.

That's what I was afraid of when they offered the rental reimbursement. Genesis is still new so there aren't that many experiences to go off of, but the ones I did read suggested they make you chase them for reimbursement and that they don't even honor the amount they tell you. I do think it generally comes down to just getting the right person on the phone, but the fact that they refuse to give anything in writing is downright scummy and by design.

I still have to write up an informative but short review of my experience to warn others about the Genesis dealerships that I went to. But I think it may be worth looking into contacting someone with social media clout to share your experience even if you have to pay them a commission, it will still be attempts to getting something done as opposed to the car being stuck in repair purgatory at some dealership that doesn't care, affiliated with a brand that cares even less. (Also had multiple people suggest the news, as there are reporters who run stories like ours. In my area it's this lady, so maybe look into a similar reporter in your area).