Concierge Service / Service in general extremely poor

[G-271387]

For a brand that is trying to elevate itself to compete with the Germans & higher end brands, Genesis is failing miserably. Without getting into a long list of issues, I've had far better experiences with virtually every other brand I've owned and I've owned most.Yes, they have good features at a reasonable price, but the issues with my 2023 GV70 and the dealer / service experience is about the worst I've seen. I'd get my money back if possible and buy almost ANYTHING else.
I remember when Lexus, Infiniti, Acura all launched as upscale brands. They made a significant effort and investment to improve the ownership experience from the Toyota, Nissan, Honda brands - not that they needed to since all had good reputations to begin with. Hyundai good cars, but the dealership and service experience is abhorrent and borders on the old "used car salesman" tactics.
So now they bring out the Genesis brand with apparent high value for features, but just added technical problems into an already horrible sales and service experience. I would never buy these cars again until they clean up their act.

 

[frcabot]

Totally agree. I have a GV60 and previously owned 4 other Hyundai and Genesis (including GV70 and OG genesis couple back in 2009), and this will be my last Genesis. Dealers are terrible, Service Valet advertising / feature isn't honored, technical problems with software galore (and Genesis corporate says needs to be fixed by dealer when it's obviously a software issue that needs to be patched by OTA), the list goes on and on. I'd prefer to buy a BMW although pricier to have a true quality experience through and through rather than deal with Hyundai mentality. I feel like I purchased a $10K Hyundai subcompact instead of an $80K luxury vehicle.

 

[frcabot]

I'm in talks with Genesis right now to buyback my GV60. I love the car overall but the smart support option for the seat is broken. The Genesis website was broken so I reached out to BBB to file a complaint about it. It's clear that this is a software issue and not something that can be fixed by a service center.

At first, Genesis corporate said they'd talk to software team to try to patch it. Then, story changed that I'd have to bring car to service center. Although I'm in San Diego, the Genesis dealer here is not "EV-certified" and the nearest certified dealer is either in Carlsbad or Escondido, which is about 45 mins to an hour each way. Both dealers are unsurprisingly refusing to honor service valet because I'm too far (despite being in a major market).

Although the issue with the car is fairly minor (and obviously a global software issue as many other GV60 owners have reported the exact same issue), Genesis corporate lied to the BBB and said I was "refusing" to have my car serviced to fix the issue, even though it should be clear to everyone with a single functioning braincell that this isn't an issue a service center can address, and I never "refused" to do anything. Instead, I merely asked Genesis corporate what it was they thought a service center would be able to do (no response to this repeated query was ever provided), and that the service valet option advertised on the Genesis website be honored since I don't have time to drive 2 hours for what we all know is going to be a completely pointless exercise.

The lies to the BBB really set me off so I'm now demanding that Genesis buy back the car. I'm frankly done with this brand.

 

[EdP]

For a brand that is trying to elevate itself to compete with the Germans & higher end brands, Genesis is failing miserably. Without getting into a long list of issues, I've had far better experiences with virtually every other brand I've owned and I've owned most.Yes, they have good features at a reasonable price, but the issues with my 2023 GV70 and the dealer / service experience is about the worst I've seen. I'd get my money back if possible and buy almost ANYTHING else.

Still a few good ones but the pandemic really screwd up the system, along with lack of cars in general.

t will take a while to recover

 

[frcabot]

If I simply would have gotten a "our software team is aware of this bug and it will be patched in the next OTA" I'd have been a happy camper. Instead, I dealt with lies, incompetence, refusals to stand by advertised services, and abject stupidity.

 

[Tau]

If I simply would have gotten a "our software team is aware of this bug and it will be patched in the next OTA" I'd have been a happy camper. Instead, I dealt with lies, incompetence, refusals to stand by advertised services, and abject stupidity.

Unfortunately, you were subjected to the real "Genesis Experience".

GMA, are you paying attention to what's actually going on?

 

[G-70827]

I could not agree more with everyone else here. MY GV70 started having transfer case issue almost as soon as it left showroom. Dealer has had it for 2 weeks now and I have heard every excuse in the book as to why it is not fixed yet. Using the surround view app, I have seen the car move around the lot every few days but not seen it in the shop. Communication with their Consumer Affairs is apparently useless as well. I only see major headaches moving forward and at this point want the car purchased back.

 

[Jhon]

Well I took my car in for it's first service yesterday. I was ready for all kinds of issues but all went well. The service mgr asked me why I did not use the valet service and I told him I live over an hour away. He thought for a moment and then said, I could always meet them in the middle somewhere and exchange cars. They also offered me a loaner while the car was getting worked on, but it was only two hours so I waited. The car was done ontime. So a Shout out to Genesis of Naples Fl. I am curious of what kind of loaner car I would have gotten. In my last two loaners, Audi gave me one that was one model down from what I had and BMW rented me a car next door, a Chevy.

 

[ultra63]

Unfortunately, you were subjected to the real "Genesis Experience".

GMA, are you paying attention to what's actually going on?

Too busy sponsoring golf tournaments