GENESIS SERVICE GETS EVEN WORSE!

[jbotwickhhi]

Genesis performed the Fuel Pump Recall on my vehicle yesterday via valet service. hen they delivered my car later that afternoon, they had brought the wrong vehicle!!!!! When they finally delivered the correct car (even later that day), it REEKED of gasoline. I left the car outside over night to let it "air out".

This morning the gas smell was still present but still quite obvious. With severe storms expected today, I decided to put the car in my garage. I started it and began to drive it into my garage. Half way in, the car stalled/stopped running. I tried to re-start it but all I got was a continuous clicking sound, which could only be stopped by again pressing "Start". NOTHING I COULD DO WOULD GET THE CAR GOING AGAIN.

I called for Genesis Roadside Assistance (GRA) and advised them of the situation, INCLUDING THE FACT THAT THE VEHICLE IS AWD AND STUCK IN PARK. When the tow truck arrived an hour later, he advised that he needed a dolly to move the vehicle but didn't have a dolly with him - DESPITE MY ADVISING GRA INITIALLY THAT THIS WAS AN AWD VEHICLE LOCKED IN PARK!!! The driver called his company and advised of the need for a dolly, then left.

NEXT, I GOT A TEXT FROM GRA ADVISING THAT MY CASE WAS CLOSED!!!!

I called GRA again and had to go through the whole process AGAIN and am now waiting for another tow truck to arrive in another hour. I HAVE LITTLE HOPE THAT THIS MATTER WILL BE RESOLVED IN A TIMELY FASHION.

GENESIS -NEVER AGAIN

 

[Tau]

Another "once and never again" owner!

GMA management, are you paying attention??

 

[ultra63]

Another "once and never again" owner!

GMA management, are you paying attention??

GMA is selling enough vehicles to not worry about customer service

 

[steveinarizona]

Unfortunately, for many, when you are dealing with Genesis you have to deal with franchises and some franchisees are pretty awful. But some are good and hopefully more good is coming. So far I have been happy with my Genesis of Scottsdale dealership.

 

[EdP]

GMA is selling enough vehicles to not worry about customer service

It is a problem. Nationwide there is a shortage of auto techs so as sales increase the need for more is not being met.
GMA is worried but until they get stand alone dealerships, they have to put up with the franchises with the Hyundai cheap car mindset of years ago.

 

[Remembering]

Genesis performed the Fuel Pump Recall on my vehicle yesterday via valet service. hen they delivered my car later that afternoon, they had brought the wrong vehicle!!!!! When they finally delivered the correct car (even later that day), it REEKED of gasoline. I left the car outside over night to let it "air out".

This morning the gas smell was still present but still quite obvious. With severe storms expected today, I decided to put the car in my garage. I started it and began to drive it into my garage. Half way in, the car stalled/stopped running. I tried to re-start it but all I got was a continuous clicking sound, which could only be stopped by again pressing "Start". NOTHING I COULD DO WOULD GET THE CAR GOING AGAIN.

I called for Genesis Roadside Assistance (GRA) and advised them of the situation, INCLUDING THE FACT THAT THE VEHICLE IS AWD AND STUCK IN PARK. When the tow truck arrived an hour later, he advised that he needed a dolly to move the vehicle but didn't have a dolly with him - DESPITE MY ADVISING GRA INITIALLY THAT THIS WAS AN AWD VEHICLE LOCKED IN PARK!!! The driver called his company and advised of the need for a dolly, then left.

NEXT, I GOT A TEXT FROM GRA ADVISING THAT MY CASE WAS CLOSED!!!!

I called GRA again and had to go through the whole process AGAIN and am now waiting for another tow truck to arrive in another hour. I HAVE LITTLE HOPE THAT THIS MATTER WILL BE RESOLVED IN A TIMELY FASHION.

GENESIS -NEVER AGAIN

I’m sorry this happened to you, the Genesis dealer I work for is pretty good, and they actually care.

We have a prep department that uses a spray that clears out the fuel smell after the recall is complete, our Genesis advisor also tries to recommend that the vehicles are brought in at half or less of a tank of fuel to prevent possible fuel spray into the interior.

I am a master Hyundai/Genesis and EV tech at our dealer, and I am the lead Genesis/EV tech as well.

Typically my other Genesis tech handles the fuel pumps because I handle the electrical and body issues, but our dealership is the one who identified the fuel pump as being the cause of the stalling, and found the impellers to be too small, leading to a choke out of fuel demanded.

 

[Jhon]

I’m sorry this happened to you, the Genesis dealer I work for is pretty good, and they actually care.

We have a prep department that uses a spray that clears out the fuel smell after the recall is complete, our Genesis advisor also tries to recommend that the vehicles are brought in at half or less of a tank of fuel to prevent possible fuel spray into the interior.

I am a master Hyundai/Genesis and EV tech at our dealer, and I am the lead Genesis/EV tech as well.

Typically my other Genesis tech handles the fuel pumps because I handle the electrical and body issues, but our dealership is the one who identified the fuel pump as being the cause of the stalling, and found the impellers to be too small, leading to a choke out of fuel demanded.

Where do you work? You should give the place a plug. Yours is the kind of service I get, but many others don't.

 

[jbotwickhhi]

I’m sorry this happened to you, the Genesis dealer I work for is pretty good, and they actually care.

We have a prep department that uses a spray that clears out the fuel smell after the recall is complete, our Genesis advisor also tries to recommend that the vehicles are brought in at half or less of a tank of fuel to prevent possible fuel spray into the interior.

I am a master Hyundai/Genesis and EV tech at our dealer, and I am the lead Genesis/EV tech as well.

Typically my other Genesis tech handles the fuel pumps because I handle the electrical and body issues, but our dealership is the one who identified the fuel pump as being the cause of the stalling, and found the impellers to be too small, leading to a choke out of fuel demanded.

Now they tell me the lock ring they received doesn't fit, despite being the correct part # per the catalog! Waiting for Genesis tech to figure out.
Too bad you don't work there!

 

[Remembering]

Where do you work? You should give the place a plug. Yours is the kind of service I get, but many others don't.

I work at Stivers Hyundai/Genesis, located in Columbia, SC.

My name is Fred Newell.

I am the lead Genesis tech, and the only certified EV tech in South Carolina.

 

[steveinarizona]

I work at Stivers Hyundai/Genesis, located in Columbia, SC.

My name is Fred Newell.

I am the lead Genesis tech, and the only certified EV tech in South Carolina.

This supports my view that having a separate facililty, while desireable, is not necessary for good service. Quality ownership and management will determine whether a particular dealership is providing quality service.

Proud of you Fred!

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[Jhon]

This supports my view that having a separate facililty, while desireable, is not necessary for good service. Quality ownership and management will determine whether a particular dealership is providing quality service.

Proud of you Fred!

Exactly. In the past I have owned Hyundai's and I got great service from them that is equal to any of the luxury cars I have owned. (Well, the BMW dealer puts out the best spread and has a great variety of coffee)
And my Genesis dealer is a combo dealer who has given me great service, but I have not had any issues and have only gotten the yearly maintenance done so far.

 

[G90isGreat]

My G90 is almost due for its 30k service. Posts like this make me hesitant to take it to my local Hyundai. I love my car and worked hard to be able to get it, I don’t want it screwed up by someone who doesn’t know what they’re doing.

 

[Trixie86]

My G90 is almost due for its 30k service. Posts like this make me hesitant to take it to my local Hyundai. I love my car and worked hard to be able to get it, I don’t want it screwed up by someone who doesn’t know what they’re doing.

The positive experiences outnumber the negatives. This is a place for venting. If you have the luxury of having multiple dealers, talk to them. You will be surprised how they will help.

 

[EdP]

My G90 is almost due for its 30k service. Posts like this make me hesitant to take it to my local Hyundai. I love my car and worked hard to be able to get it, I don’t want it screwed up by someone who doesn’t know what they’re doing.

Talk to people that use your dealer. Mine has been very good, as was the previous one. People make the difference.

Many complain but most that get good routine service every day don't say anything. One bad tech in Wisconsin does not mean you will get poor service in Texas.

 

[pulsar]

Used to be you pulled the fuel pump fuse and cranked until fuel pressure was bleed off. If fuel sprays anywhere, seems lazy mechanics to me for there is no excuse to get a vehicle back smelling like gas. I’d be more than a little pissed at that.

 

[Remembering]

My G90 is almost due for its 30k service. Posts like this make me hesitant to take it to my local Hyundai. I love my car and worked hard to be able to get it, I don’t want it screwed up by someone who doesn’t know what they’re doing.

Most Genesis dealers will do everything they can to make your visit good.

As with all other brands, Hyundai gauges a dealership by their CSI score, comebacks under warranty, and some other stuff.

Most people only want to complain, while OP has a very valid point, that is one out of X number of LPFP that have been done so far, most have had good experiences with them.

Most techs care about your vehicle, and I am the same way, after every repair I clean down everything I touched on the vehicle, even if you as the customer will never see it.

I was always taught that you as the customer should never be able to tell I touched the vehicle, and I truly take that to heart. If the vehicle is not cleaner than when I received it, then I failed you.

I wish every tech took that kind of approach, because if that was the case, I would not need to be a salaried tech cleaning up after others repairs that did not fix the vehicle.

 

[Remembering]

Used to be you pulled the fuel pump fuse and cranked until fuel pressure was bleed off. If fuel sprays anywhere, seems lazy mechanics to me for there is no excuse to get a vehicle back smelling like gas. I’d be more than a little pissed at that.

Unfortunately while that still stands, the LPFP is located inside the fuel tank, and there will ALWAYS be fuel in the lines, the appropriate action the tech should have taken, would have been to put pig mats down to soak up the fuel, and then remove them immediately, and lay more down. In addition to this, the tech should have removed all interior components that can be from the area.

The smell of fuel sticks to everything, but it’s not hard to remove.

 

[MHT]

Genesis performed the Fuel Pump Recall on my vehicle yesterday via valet service. hen they delivered my car later that afternoon, they had brought the wrong vehicle!!!!! When they finally delivered the correct car (even later that day), it REEKED of gasoline. I left the car outside over night to let it "air out".

This morning the gas smell was still present but still quite obvious. With severe storms expected today, I decided to put the car in my garage. I started it and began to drive it into my garage. Half way in, the car stalled/stopped running. I tried to re-start it but all I got was a continuous clicking sound, which could only be stopped by again pressing "Start". NOTHING I COULD DO WOULD GET THE CAR GOING AGAIN.

I called for Genesis Roadside Assistance (GRA) and advised them of the situation, INCLUDING THE FACT THAT THE VEHICLE IS AWD AND STUCK IN PARK. When the tow truck arrived an hour later, he advised that he needed a dolly to move the vehicle but didn't have a dolly with him - DESPITE MY ADVISING GRA INITIALLY THAT THIS WAS AN AWD VEHICLE LOCKED IN PARK!!! The driver called his company and advised of the need for a dolly, then left.

NEXT, I GOT A TEXT FROM GRA ADVISING THAT MY CASE WAS CLOSED!!!!

I called GRA again and had to go through the whole process AGAIN and am now waiting for another tow truck to arrive in another hour. I HAVE LITTLE HOPE THAT THIS MATTER WILL BE RESOLVED IN A TIMELY FASHION.

GENESIS -NEVER AGAIN

It seems to me that the main issue was the service department not correctly performing the full pump recall. I think I would be looking for another Genesis dealership with perhaps a more competent service department.
I think rather than saying, Genesis -never again, perhaps you should say never a bad service department again. You can run into a bad service department with any brand foreign or domestic and you can go to almost any owners forum and find someone saying never again.
I hope after this unfortunate incident things will go better for you.

 

[G90isGreat]

na

 

[G90isGreat]

Most Genesis dealers will do everything they can to make your visit good.

As with all other brands, Hyundai gauges a dealership by their CSI score, comebacks under warranty, and some other stuff.

Most people only want to complain, while OP has a very valid point, that is one out of X number of LPFP that have been done so far, most have had good experiences with them.

Most techs care about your vehicle, and I am the same way, after every repair I clean down everything I touched on the vehicle, even if you as the customer will never see it.

I was always taught that you as the customer should never be able to tell I touched the vehicle, and I truly take that to heart. If the vehicle is not cleaner than when I received it, then I failed you.

I wish every tech took that kind of approach, because if that was the case, I would not need to be a salaried tech cleaning up after others repairs that did not fix the vehicle.

what a great way to serve your customers. Your dealership is lucky to have you!