How did you get a "Genesis case manager" or "Genesis corporate escalation agent"? In all of the calls I have made I have never been able to speak to anyone other than a Customer Service Representative.
Still waiting for first email.
Do you mind sharing your positive experience with Genesis corporate? It would be nice to hear something positive right now...
TL;DR - I had a fiasco with my dealer. They damaged the rear seat carpet by applying permeant glue to hold up the OEM mat. Genesis corporate sent me a check for a month’s lease payment, gas, and a $100.
My rear mat, which also protects the rear seatbacks, started to peel off and eventually separated entirely. It’s attached with Velcro, so it can be removed, but it shouldn’t have come apart like this. The only local Hyundai/Genesis dealer ordered a new mat, but they lost the Genesis brand a few weeks later. About six months later, a new standalone Genesis dealer opened and, instead of properly addressing the issue, used permanent glue to reattach it to the seats.
The new dealer ignored my follow-ups for weeks. I eventually opened a ticket with Genesis corporate. After a week or two, it was escalated to a different agent, who was excellent - she spent over a month trying to get the dealer to agree to fix the issue and provide a loaner. I eventually put my foot down and demanded either a loaner or that the dealer document the damage for my lease return. The dealer claimed the repair would only take two hours but would not provide a loaner. The agent did a great job communicating and documented everything on her end, so I let her close the case without the dealer fixing.
I left honest reviews on Google and Yelp and filed a BBB complaint, focusing on how their website claimed they provided loaners but refused me one. The dealership responded to my Google review within hours, and the service manager called me on a Saturday - even though service is closed on weekends. Interestingly, their reply to my review mentioned both the general manager and service manager had been replaced - and this was only six months after opening.
A few days later, another agent from Genesis corporate reached out, having seen the BBB complaint. He began tracking the issue, and I was finally provided a loaner. After two weeks, my car was returned - but part of the mat on the left side was already falling off again, despite them having sent it to a body shop for a week. The only call I received during those two weeks was to confirm the valet drop-off. When I asked if everything, including the damage, was fixed, they said yes - though they’d "double-check." When they brought the car back, my wife refused to accept it.
About ten days later, the car returned again, this time with a new mat and all the carpet replaced along the back of the seats. The new agent from Genesis corporate was outstanding - regularly reaching out every few days and keeping me updated. Without me demanding or any other tactic, Genesis mailed a check covering my lease payment, all gas for the loaner (a G70), and an additional $100.
I love my GV60, but I probably won’t buy another Genesis. We only have one dealer nearby, and the next closest - where I actually bought the car - is over 100 miles away. That dealer, by the way, offered to valet my car while we had no local Genesis dealer for six months. If I weren’t planning to retire around 56, I’d love to get another beast EV, but I’ll likely downsize to one car or something less expensive.
Since I work near EA flagship in San Francisco, going to the station before or after work is easy and with 20 chargers, I can usually get one without much of a wait when I time it right, if there's even a wait at all. I'm probably one of the outliers for this on this forum, but on my EA app, over the last 2 years I'm at 112 sessions and just over 3700 kWh, with a listed savings of just over $4000. Only one year of free charging left though...
