Non-responsive dealership

Tommym · Jan 25, 2023

I have a question for you forum members. I have a 2019 G80, 5.0 Ultimate, 8600 miles, that suddenly developed a problem. When you start it, it now sounds like my F350 diesel. All the noise seems to be coming from the right side of the engine. Next problem is that I live in Las Vegas and there is one Genesis dealership. There used to be 2. The now Hyundai/used to be Genesis dealership told me they cannot work on my car because Genesis will not pay them.

I have been trying for two days to get the one remaining dealership, Genesis of Las Vegas, to answer the phone, respond to voicemails, or even respond to messages left on their automated message system. 6 messages, 3 phone calls, left a voicemail for their Genesis representative this morning. They have not responded to any of them.

I have to admit I did not thoroughly investigate the so-called "dealer experience" when I bought this car for my wife. Knowing what I do now I would of never bought it. I was blinded by the 10 year 100,000 mile warranty.

I do not think the car can be driven and will have to be moved on a rollback.

Do you think I could have AAA pick it up, I'll follow, and dump it on their lot? Is there a method of contacting the main office to see what can be done to repair my car?

EdP · Jan 25, 2023

Tommym said:
I have a question for you forum members. I have a 2019 G80, 5.0 Ultimate, 8600 miles, that suddenly developed a problem. When you start it, it now sounds like my F350 diesel. All the noise seems to be coming from the right side of the engine. Next problem is that I live in Las Vegas and there is one Genesis dealership. There used to be 2. The now Hyundai/used to be Genesis dealership told me they cannot work on my car because Genesis will not pay them.

I have been trying for two days to get the one remaining dealership, Genesis of Las Vegas, to answer the phone, respond to voicemails, or even respond to messages left on their automated message system. 6 messages, 3 phone calls, left a voicemail for their Genesis representative this morning. They have not responded to any of them.

I have to admit I did not thoroughly investigate the so-called "dealer experience" when I bought this car for my wife. Knowing what I do now I would of never bought it. I was blinded by the 10 year 100,000 mile warranty.

I do not think the car can be driven and will have to be moved on a rollback.

Do you think I could have AAA pick it up, I'll follow, and dump it on their lot? Is there a method of contacting the main office to see what can be done to repair my car?

Certainly frustrating. Do you have other transporttion? How far is the dealer? I'd consider going there and politely approach service desk and as for an apointment r if the car is safe to drive. Or see if you can see the general manager.

With one dealer down I'm sure they are busy but you certainly left plenty of messages over a couple of days. .

Tommym · Jan 25, 2023

Frustrating- Yep. The "dealer" is at the other end of the valley. With the traffic it is very inconvenient.

I already had the car at this dealership twice before for an alignment issue. After a 7hr wait they gave me the car back. When I hit the freeway I realized they did not fix the problem. Called them when I got home. "Can you bring it back in the morning?" After an 8hr wait I got the car back but now they need to order parts. They knew they didn't fix it the first time. That was 8/21, got a call Dec/21 that they have the parts. I ended taking it to a shop in town all it needed was a shim.

I have my F350 and 87 TBird hot rod, wife can't drive either one. A blessing in disguise? When or if I get this thing fixed I will get rid of it. The car is great but worthless if you can't get it serviced or repaired even though you have 91,000 miles left on the warranty. It came down between a Lexus GS350 F Sport and the G80. That Lexus is looking better all the time. I will never buy another Genesis or recommend the brand.

Tau · Jan 25, 2023

Unfortunately, you're dealer experience is all too common and is reflected with Genesis ranking well below average in the annual J. D. Power customer satisfaction surveys (2022 Results below). As you've stated, the cars are great, but without decent service from dealers they become less desirable in the market. GMA needs to accelerate a plan for massive improvement. Some may find the "we're no worse than the other guys" market approach acceptable for now but that can come back to bite hard in the luxury goods market.

What say you, GMA management?