Does Good Genesis Service Exist?

[rickgans]

I leased one of the first G90s sold in the St. Louis area in 2016 and did the same thing last January when the newer model 2020 came out. The first one came from a dealership that gave horrible service, so I switched dealers for the second one. Just when I thought the service could not be worse, I found I was wrong. The second dealership "no showed" me twice for valet appointments. I ended up back at the first dealership, as I learned they had changed their service manager. Had two good experiences and then it went back to horrible.

Main problem seems to be that the Hyundai dealers treat Genesis customers like step-children. Among my experiences in calling the special number listed for Genesis customers at the Hyundai dealership was being asked if my car is a Hyundai or a Nissan. Huh? After finally convincing the appointment setter that there is such thing as a Genesis, she finally told me it is NOT a Genesis, but a Hyundai. Yes, I know it is related to Hyundai, but when I call my Infiniti dealer for service on my wife's car, they don't try to convince me I have a Nissan. This is just an example of the the poor training, or maybe no training the Hyundai dealerships give their employees.

It is one thing that Hyundai reneged on building actual Genesis dealerships, but rather than go overboard on creating something special for Genesis customers at Hyundai dealerships, they act like we are second class owners.

It is clear that Genesis has not taken off in the U.S. based on their sales figures. Yes, I was dumb enough to buy a second one after bad experiences with the first one. But never again. And my revenge for the recent poor treatment was to talk a friend, who has always owned BMW SUVs, out of getting a GV80 (after the Tiger Woods incident), just by telling him a few of the nightmare service stories I have experienced. This G90 will certainly be my last. Goodbye G90, hello LX500 in 22 months.

 

[EdP]

I leased one of the first G90s sold in the St. Louis area in 2016 and did the same thing last January when the newer model 2020 came out. The first one came from a dealership that gave horrible service, so I switched dealers for the second one. Just when I thought the service could not be worse, I found I was wrong. The second dealership "no showed" me twice for valet appointments. I ended up back at the first dealership, as I learned they had changed their service manager. Had two good experiences and then it went back to horrible.

To answer your question, yes there are some good ones. Unfortunately they don't seem to be close to you and are outnumbered by the bad ones.
I called the dealer I've been using and was connected to the Genesis Service writer and he took care of me. Only difference, I'm past the 3 year freebie so will wait for my car when I go .

 

[ogogolby]

I've been trying to get an air leak and steering shimmy in my 017 G90 Ultimate fixed at dealerships in MA and FL. No luck at either. Concierge service is weeks out and my replacement vehicle has been a stripped Sonata twice. Genesis corporate in CA told me to complain to the BBB. I feel like I bought a Mitsubishi - and I am a 2 time Genesis buyer.

 

[Lightsr]

My 2017 G90 had been in the shop at Genesis Charlotte NC for 5 weeks now due to the SRS light staying on. Communication or lack of has been terrible. I’ve reached out to Genesis corporate via email with no response. This is my second Genesis product and will be my last. Such a shame that a company can have a great product but customer service that is pathetic.

 

[waveman]

As EdP says, there are good and bad, with the latter more common based on anecdotal reports. There are two Genesis dealers within 10-15 miles of home. I didn't buy from either - I had my leased 2017 G90 shipped from out of state - but I've used one dealer for everything. I haven't required concierge service because the dealer is just a short distance from work, but my experience has been good so far. Yes, it's the same facility as Hyundai owners use, but they know me and have been responsive. However, I haven't had any major issues so haven't stressed the system.

My lease is up in July and I'm still trying to decide what to do. Both local dealers apparently have Genesis-only showroom areas, but I haven't visited them yet because of the pandemic. Although I certainly want to be treated well during the purchase or leasing process, once that's over it's the service experience that counts. I'd be fine with the level of service I've received for my G90.

 

[edward301]

As a previous owner of 4 Equus, and a recent G90 Ultimate, I can fully relate on the service. While all of
these cars were great, the service was poor. Now that Austin, TX has grown so much, there are thousands
of new Hyundai cars out there. Both of our dealers are so swamped with Hyundai cars in for service, there
is no where to even park your car for service, and all the service writers were so swamped, they never had
time to call you back. My last service visit was so poor, that was the last straw for me, and I immediately
went a bought a new Tahoe Premier, and soon after got rid of my G90. Sadly I do not miss the car at all,
but it was a very good car. Genesis will never invest the money needed to get their dealers to be top
notch.

 

[NashvilleEquus]

We bought our first Hyundai in 2013, an Elantra. We have subsequently bought another 2014 Elantra, a 2016 Equus, a 2017 Azera, all from Hyundai of Cool Springs in Franklin, TN. We recently purchased a 2020 G90 out-of-state due to price and availabilty. My sister and her husband have also purchased 3 Hyundais from this dealership.

We have received nothing short of top notch service at the aforementioned dealer, and I expect that to be true for the G90. Probably the best of any dealership I've ever dealt with.

We have used them for all services, mostly oil changes, recalls and updates, and basic maintenance, and I always make an appointment and wait, which usually is about 75 minutes total. I can only recall one time when they were swamped and took longer than usual, and they comped that service as a result. I have never used the Concierge Service, but have been given loaners when the Equus (leather dash repair and remote app service sensor issues) was kept overnight or longer.