Bad Genesis of Towson MD

[Cgo]

Tried this dealership due to incompetent Genesis of Bel Air. Further away but the only other dealership for 50 miles.
First oil change service and vibration at speed that other dealership refused to check.
Cramped dealership, but service rep was nice and professional. They also do not have loaners or valet service.
Performed pre walk around inspection. Promising...
I waited. Service rep kept me informed throughout. All seemed like an improvement.
Car was done and they found two wheels out of balance which were corrected. Oil was changed but I noticed that the invoice called out standard Valvoline. I pointed to the owners manual and the ACEA A5 spec. He said they use the same non synthetic oil in all Hyundais... I would just need to change the oil every 3k miles. I refused and told them to put the right oil in. Said they dont carry it but would look into it and call me in a couple weeks. At this point, I was upset and left so that I could go home and change the oil myself. Once I got home, I noticed some smudges on my front Sport wheel. Upon closer inspection, I found that the wheel had been dropped on its face or curbed all around the rim then covered up with black touch up paint. The sport wheels are dark charcoal, not black. I called the rep immediately and sent text pics. He brought the manager in and they indicated that they spoke with the techs who denied the damage. Knowing where I live in relation to the dealership, they then told me that I caused the damage by driving on the roads which were under repair and then tried to blame them. I reminded them that the roads were now freshly paved and smooth and that I did not apply touch up paint unkowingly... again, they denied it and said that they didnt appreciate me trying to put one over on them... however they offered to "help me out" and have the company they use for wheel repair fix it in two weeks... i agreed and brought them the wheel (not the car) which they didnt like. Why not? Because I need to get to work using my truck since no loaners. Anyway, they said the wheel would be returned the same day. I dropped it off at 7am and got a call at 430pm which informed me that the company was unable to repair the wheel because the factory wheel has a unique coating process beyond regular powder coat that they dont use. Oh, and I would have to wait until Monday (this was Friday) to pick it up because the shop still had the wheel and they close at 5pm. I asked for the wheel repair company address so I could go get it myself. It was 40 minutes away and I barely made it a minute past closing time. I asked the company why they couldn't repair it. They reaffirmed that it was a unique coating. However they could send it out but it would take several weeks and cost $400! Uh, no.

So, now I have no dealerships to try within 50 miles. I called a few others beyond 50 miles and none of them understood the oil requirements, couldn't answer basic questions about loaners, valet service, lacked genesis techs, etc.

I'll be doing my own oil changes until I can unload this albatross of a car. Unfortunate since I chose Genesis over the German brands mainly due to the warranty, free service, valet service, and potential reliability. All of which are proving to be broken promises. German lux brands are more expensive and may not be as reliable, but at least service is solid, parts are available, and you arent treated like a thug. You get what you pay for!!

 

[Truck Norris]

Horrible experience. Sorry to hear. The US dealership model needs to die.... And I agree with everything I've read here on the forum there is far to much variance dealer to dealer in the states it seems.

 

[Mcc]

The US dealership model needs to die...

Do just say it here, tell your congressman!

 

[Cgo]

I think things would be different if this was the late '80s. Lexus, Infiniti, and Acura were successful because the luxury market was small and ripe for new brands. Today, the luxury market is full and sedans not selling well which are all that Genesis has at the moment. In a flooded luxury market with only poor selling sedans, theres no business case for a Hyundai dealership to invest in added cost burdens associated with the Genesis owner experience let alone the enormous costs of establishing stand alone genesis dealerships. It is a failed attempt right out of the gate. I hope I'm wrong, but my guess is that Genesis and the supposed owner experience perks will eventually disappear and the vehicles will be relegated back into nicer, upper level flagship Hyundai models. It's just all too expensive at least for the US market. Perhaps the SUVs will help, but I doubt it. Luxury brand buyers want the luxury experience including fancy dealerships, perks, brand image, and top notch customer service. All of which are not in place for Genesis. Most of us are treated the same as the owners of base model Hyundai Accents or worse since we are viewed as entitled red headed step children by many dealerships. Sad.

 

[Truck Norris]

Do just say it here, tell your congressman!

Oh I would but im in up north here where these dealer problems don't exist. Seems to be a US only problem due to too many dealers at launch (which was forced I believe), lack of control, lack of being able to sell direct, and any Johnny Screwuover can start selling cars resulting in such varying experiences. Interesting (and horrible) to read about this all over the past 6 months but just my 2 cents.

 

[yolonge]

Towson MD location is pretty incompetent and cramped as you listed. It is the nearest one but after several visit I stopped going therefore 2015 Genesis 5.0 service. Do not recommend.

 

[Cgo]

Let me know if you find better service elsewhere. I've tried Bel Air too with no luck.

 

[yolonge]

My car is currently at Owings Mills location for few items... service advisor change and so much delays.. will be a month next Wednesday lol. I have not had good luck with Hyundai/Genesis dealers near me. No loaners either; good thing I have 2 cars

 

[Cgo]

My car is currently at Owings Mills location for few items... service advisor change and so much delays.. will be a month next Wednesday lol. I have not had good luck with Hyundai/Genesis dealers near me. No loaners either; good thing I have 2 cars

Wow, i was going to try Owings Mills... what is wrong with your car that it's been there that long?

Luckily, I too have other cars, my G70 is not my daily driver. I've gotten to the point of fixing things myself or using custom shops like No Limit Inc.

 

[yolonge]

Wow, i was going to try Owings Mills... what is wrong with your car that it's been there that long?

Luckily, I too have other cars, my G70 is not my daily driver. I've gotten to the point of fixing things myself or using custom shops like No Limit Inc.

Several issues.. mostly including Sunroof issues (creaking) and headlight turn signal burnout issue.

First week/second week.. service advisory was let go and moved to other network (Hyundai -> Ford). No work really got done..
Third week - diagnose and troubleshooting I guess.. they engaged third party to do some analysis on sunroof it seems. Part was ordered and now should be delivered
Fourth week - waiting now..

No idea why it takes so long. But at least they are fixing sunroof, Towson denied sunroof issue and only lubricated which it made it worse. First time they denied that they cannot replicate sound I got in the car with service advisor and it started creaking real loud moment car turns lol. That is when they lubricated but it made it work so I stopped going there afterwords.. seems like they do not work on warranty work due to contracted pay (or simply incompetent). Towson had my car for like 3 weeks too.

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[Cgo]

Several issues.. mostly including Sunroof issues (creaking) and headlight turn signal burnout issue.

First week/second week.. service advisory was let go and moved to other network (Hyundai -> Ford). No work really got done..
Third week - diagnose and troubleshooting I guess.. they engaged third party to do some analysis on sunroof it seems. Part was ordered and now should be delivered
Fourth week - waiting now..

No idea why it takes so long. But at least they are fixing sunroof, Towson denied sunroof issue and only lubricated which it made it worse. First time they denied that they cannot replicate sound I got in the car with service advisor and it started creaking real loud moment car turns lol. That is when they lubricated but it made it work so I stopped going there afterwords.. seems like they do not work on warranty work due to contracted pay (or simply incompetent). Towson had my car for like 3 weeks too.

Omg, this is just getting ridiculous. Bel Air Genesis refused to check my alignment despite a clear wobble at speed. Said it drives just fine.

Towson at least checked and found two wheels out of balance. However, they curbed one of them and then tried to cover it up and then blamed me for trying to get one over on them (accused me of fraud...).

Hopefully you have the app tracking whether or not your car is being driven this whole time...

Also, did any of these dealerships give you a loaner for this period? I feel for the owner who doesnt have a second vehicle to drive.

You should file a complaint with corporate and if they didnt give you a loaner, demand it regardless of whether or not you have a car to drive. Put the miles on the loaner.

 

[yolonge]

Omg, this is just getting ridiculous. Bel Air Genesis refused to check my alignment despite a clear wobble at speed. Said it drives just fine.

Towson at least checked and found two wheels out of balance. However, they curbed one of them and then tried to cover it up and then blamed me for trying to get one over on them (accused me of fraud...).

Hopefully you have the app tracking whether or not your car is being driven this whole time...

Also, did any of these dealerships give you a loaner for this period? I feel for the owner who doesnt have a second vehicle to drive.

You should file a complaint with corporate and if they didnt give you a loaner, demand it regardless of whether or not you have a car to drive. Put the miles on the loaner.

Unfortunately I do not have tracking on the car but will see how many miles the car may have. It should be on the invoice and also I remember in the thousands (43k). I tried to get loaner at Owings Mills but they said they are out, at this point I do not want to bother with Hyundai dealers once warranty is up.

Also i get the impression that dealers do not want to work on Genesis.. probably too much work/complication and work being paid by Hyundai too which is not as profitable as full shop charges

 

[Cgo]

Unfortunately I do not have tracking on the car but will see how many miles the car may have. It should be on the invoice and also I remember in the thousands (43k). I tried to get loaner at Owings Mills but they said they are out, at this point I do not want to bother with Hyundai dealers once warranty is up.

Also i get the impression that dealers do not want to work on Genesis.. probably too much work/complication and work being paid by Hyundai too which is not as profitable as full shop charges

Yeah, I also get the feeling that the dealers hate Genesis. Too much of a burden for them. I get the eye roll and immediate change in attitude for the worse when I tell them that I have a Genesis.

Funny, I took my car to a local, crappy looking Firestone facility for an alignment and those guys were great! They treated me great and the technicians told me how much they loved my car and thanked me for bringing it to them. They invited me into the shop to watch the alignment and even into the car to set the steering wheel where I perceived center to be.

they covered the interior with plastic and even opened and closed the door with soft cloths to prevent fingerprints.

Sad that the supposed Genesis experience isnt even close to that at least for my locale.

I bought the manager and techs lunch because it was refreshing to have me and my car treated well.

 

[Truck Norris]

Just to highlight the different experiences in different markets. (please don't roast me for this comment) lol

My G70 was picked up and a G80 dropped off by the GEM for them to install winter tires on rims. I mentioned an issue with the brakes which they ended up diagnosing as a master cylinder issue. One week in (they kept the G70) they swapped my lower model G80 for a G80 sport (fantastic car), and here we are 3 weeks later and I get a call my G70 is fixed and they'll change out the G80 for my car sometime this week. The fact that I love the G80 makes it even sweeter as I'm not exactly missing my car in the winter weather and have put a few thousand km on the demos in the meantime (with multiple tanks of free gas). Halifax Genesis (Canada) is fantastic and other than just giving me money I don't know how the experience could have been better. Very happy with the only Genesis dealer in Atlantic Canada.

 

[Cgo]

Just to highlight the different experiences in different markets. (please don't roast me for this comment) lol

My G70 was picked up and a G80 dropped off by the GEM for them to install winter tires on rims. I mentioned an issue with the brakes which they ended up diagnosing as a master cylinder issue. One week in (they kept the G70) they swapped my lower model G80 for a G80 sport (fantastic car), and here we are 3 weeks later and I get a call my G70 is fixed and they'll change out the G80 for my car sometime this week. The fact that I love the G80 makes it even sweeter as I'm not exactly missing my car in the winter weather and have put a few thousand km on the demos in the meantime (with multiple tanks of free gas). Halifax Genesis (Canada) is fantastic and other than just giving me money I don't know how the experience could have been better. Very happy with the only Genesis dealer in Atlantic Canada.

No doubt, the Canadian experience by all accounts is much much better than the majority of the US customer experiences.

One problem though that we here in the US share with our northern Canadian friends is the wait time. No way should you have to wait 3 weeks for a simple brake issue. In fact, you shouldn't have a part failure on such a new car.

This just highlights my earlier points that the G70 was rushed to market without the proper tech training, stocked parts, or reliability issues addressed.

 

[Truck Norris]

Completely agree.

 

[Husky]

Tried this dealership due to incompetent Genesis of Bel Air. Further away but the only other dealership for 50 miles.
First oil change service and vibration at speed that other dealership refused to check.
Cramped dealership, but service rep was nice and professional. They also do not have loaners or valet service.
Performed pre walk around inspection. Promising...
I waited. Service rep kept me informed throughout. All seemed like an improvement.
Car was done and they found two wheels out of balance which were corrected. Oil was changed but I noticed that the invoice called out standard Valvoline. I pointed to the owners manual and the ACEA A5 spec. He said they use the same non synthetic oil in all Hyundais... I would just need to change the oil every 3k miles. I refused and told them to put the right oil in. Said they dont carry it but would look into it and call me in a couple weeks. At this point, I was upset and left so that I could go home and change the oil myself. Once I got home, I noticed some smudges on my front Sport wheel. Upon closer inspection, I found that the wheel had been dropped on its face or curbed all around the rim then covered up with black touch up paint. The sport wheels are dark charcoal, not black. I called the rep immediately and sent text pics. He brought the manager in and they indicated that they spoke with the techs who denied the damage. Knowing where I live in relation to the dealership, they then told me that I caused the damage by driving on the roads which were under repair and then tried to blame them. I reminded them that the roads were now freshly paved and smooth and that I did not apply touch up paint unkowingly... again, they denied it and said that they didnt appreciate me trying to put one over on them... however they offered to "help me out" and have the company they use for wheel repair fix it in two weeks... i agreed and brought them the wheel (not the car) which they didnt like. Why not? Because I need to get to work using my truck since no loaners. Anyway, they said the wheel would be returned the same day. I dropped it off at 7am and got a call at 430pm which informed me that the company was unable to repair the wheel because the factory wheel has a unique coating process beyond regular powder coat that they dont use. Oh, and I would have to wait until Monday (this was Friday) to pick it up because the shop still had the wheel and they close at 5pm. I asked for the wheel repair company address so I could go get it myself. It was 40 minutes away and I barely made it a minute past closing time. I asked the company why they couldn't repair it. They reaffirmed that it was a unique coating. However they could send it out but it would take several weeks and cost $400! Uh, no.

So, now I have no dealerships to try within 50 miles. I called a few others beyond 50 miles and none of them understood the oil requirements, couldn't answer basic questions about loaners, valet service, lacked genesis techs, etc.

I'll be doing my own oil changes until I can unload this albatross of a car. Unfortunate since I chose Genesis over the German brands mainly due to the warranty, free service, valet service, and potential reliability. All of which are proving to be broken promises. German lux brands are more expensive and may not be as reliable, but at least service is solid, parts are available, and you arent treated like a thug. You get what you pay for!!

Just an aside. Regarding the German brands and their reliability, I certainly won't argue that they haven't earned a reputation for having reliability issues over the years, some models and years worse than others. However, I have to say that the last three 3 series sedans I've owned (2006, 2011, 2014) were very reliable. And the dealers used the right oil! I wouldn't hesitate to go back to a BMW from that standpoint. I hope my G70 proves to be as reliable. So far so good at 10k miles.

 

[Cgo]

Just an aside. Regarding the German brands and their reliability, I certainly won't argue that they haven't earned a reputation for having reliability issues over the years, some models and years worse than others. However, I have to say that the last three 3 series sedans I've owned (2006, 2011, 2014) were very reliable. And the dealers used the right oil! I wouldn't hesitate to go back to a BMW from that standpoint. I hope my G70 proves to be as reliable. So far so good at 10k miles.

Fingers crossed because I dread having to enter a dealership for anything remotely resembling a repair.

So far, I've had a rattling headliner (fixed myself. Was improperly aligned trim piece), improperly balanced wheels from factory, seat slide motor failure, weld spatter on my exterior door (not fixable without a repaint) and A pillar, and now a hard shifting trans. 3100 miles.

 

[Husky]

My wheels needed a rebalance also. WTF.

 

[EdP]

No doubt, the Canadian experience by all accounts is much much better than the majority of the US customer experiences.

One problem though that we here in the US share with our northern Canadian friends is the wait time. No way should you have to wait 3 weeks for a simple brake issue. In fact, you shouldn't have a part failure on such a new car.

This just highlights my earlier points that the G70 was rushed to market without the proper tech training, stocked parts, or reliability issues addressed.

Any part can break at any time. We've all had that experience with something. Master cylinder though, should be in each of the warehouses in the US. Fed X could have delivered it by noon the next day. Even out of Korea should be no more than 72 hours.