Can Dealer B fix botched warranty repair work done by Dealer A?

sseckar · Dec 2, 2025

I waiting for a response from a "case manager" at corporate, but I'm completely flustered/frustrated here and would like some input from the group: I have a new 2024 GV70. I live approximately 45 minutes from both Dealer A and Dealer B. It has a annoying rattle coming from the passenger side. I took it back to Dealer A (where I purchased the car) twice before they diagnosed and attempted to solve the problem by replacing the "Window Regulator Module" in the passenger door. The problem came back immediately. I was not generally impressed about anything in the service department of Dealer A so when I received a notice about a needed software update recall, I took the car to Dealer B, which IMHO is a far superior service team. I told them about the rattle issue, they gave me a loaner and went to take a look. Their diagnosis is that the (supposedly) replaced part is broken, and not only is it broken it was not installed correctly. They sent me pictures of missing screws/clips, etc. which were supposed to hold the module and door panel in place. So, great, I'm thinking. Fix it, right? Well, no, I was told by Dealer B that Genesis requires me to go back to Dealer A and have them (try to) fix it, since they did the original repair. I don't want anything to do with Dealer A. My car is currently at Dealer B and I have a loaner from Dealer B. The first two contacts at Genesis Corporate Customer Care (I'll use that term loosely) confirmed that I'm supposed to return my car to Dealer A. What if I had moved to a different state? Doesn't Genesis (corporate) warrant the car vs. just individual dealers? For a "luxury" brand this is totally unacceptable. They are losing a customer forever over a $1000 repair in which they are asking me to drive for at least 2+ hours to get my car from Dealer B, take to Dealer A, etc. Any advice on how to proceed if the "case manager" doesn't provide the logical solution of approving Dealer B to do the work?

EdP · Dec 2, 2025

sseckar said:
I waiting for a response from a "case manager" at corporate, but I'm completely flustered/frustrated here and would like some input from the group: I have a new 2024 GV70. I live approximately 45 minutes from both Dealer A and Dealer B. It has a annoying rattle coming from the passenger side. I took it back to Dealer A (where I purchased the car) twice before they diagnosed and attempted to solve the problem by replacing the "Window Regulator Module" in the passenger door. The problem came back immediately. I was not generally impressed about anything in the service department of Dealer A so when I received a notice about a needed software update recall, I took the car to Dealer B, which IMHO is a far superior service team. I told them about the rattle issue, they gave me a loaner and went to take a look. Their diagnosis is that the (supposedly) replaced part is broken, and not only is it broken it was not installed correctly. They sent me pictures of missing screws/clips, etc. which were supposed to hold the module and door panel in place. So, great, I'm thinking. Fix it, right? Well, no, I was told by Dealer B that Genesis requires me to go back to Dealer A and have them (try to) fix it, since they did the original repair. I don't want anything to do with Dealer A. My car is currently at Dealer B and I have a loaner from Dealer B. The first two contacts at Genesis Corporate Customer Care (I'll use that term loosely) confirmed that I'm supposed to return my car to Dealer A. What if I had moved to a different state? Doesn't Genesis (corporate) warrant the car vs. just individual dealers? For a "luxury" brand this is totally unacceptable. They are losing a customer forever over a $1000 repair in which they are asking me to drive for at least 2+ hours to get my car from Dealer B, take to Dealer A, etc. Any advice on how to proceed if the "case manager" doesn't provide the logical solution of approving Dealer B to do the work?

I understand your frustration, but Dealer A screwed up and is responsible. They have been paid by Genesis to correct the problem. The dealer screwed you, not Genesis corporate but you want them to fix it for you. I don't know how all the policies and procedures work, probably few of us here do. The dealer is an independent business.
One alternative to get your $1000 problem solved is to get a lawyer to take you case for $2000.